Ryanair, a Europe-based low fare airline, is planning to launch a programme to improve its customer service.
Ryanair’s target of combining low fares, on-time flights, new aircraft and the guarantee of no fuel surcharges has helped the airline to grow its traffic to over 80 million. After a recent customer feedback programme through its ‘Tell MOL’ page on the Ryanair.com website, Ryanair confirmed that it is introducing customer service improvements over the next six months as follows:
Removing the ‘recaptcha’ security code from the Ryanair.com website for individual bookings, starting November 1. Effective from November 1, customers booking directly on the Ryanair.com website will be given a 24-hour grace period from the time of their original booking, to correct any minor errors, such as spelling, names, routings made in their original booking. And from November 1, Ryanair will operate ‘quiet flights,’ between 9.00 pm and 8.00 a.m. with no public address made on board other than required safety announcements. The lights will also be dimmed during the quiet flights so that customers wishing to nap may do so.
Starting from December 1, Ryanair will allow passengers to bring a second small carry-on bag, such as small ladies handbag or small airport shopping bag. And, Ryanair’s boarding card reissue fee will be cut from €70/£70 to €15/£15 for customers who have already checked in online. Customers who fail to check-in online will have to pay a EUR70 airport check-in fee.
From January 5, Ryanair’s standard airport bag fees will be cut from €60/£60 to €30/£30 at the bag drop desk, and from €60/£60 to €50/£50 at the boarding gate – in line with standard airport bag fees.
Ryanair’s Michael O’Leary said: ‘We are very excited at these significant improvements in what is already Europe’s No.1 customer service airline. As we implement our plans to grow from 80m to over 110m customer p.a. over the next 5 years, we are actively listening and responding to our customers so that they can continue to expect low fares and on-time flights on Ryanair, but will now enjoy easier website access, 24 hour grace periods, a 2nd small carry-on bag, reduced airport bag fees and quiet flights. We hope that our passengers will enjoy these service improvements, while still enjoying Ryanair’s low fares and on-time flights.’
Ryanair’s director of customer service, Caroline Green, said: ‘These are the first in a series of customer service improvements which Ryanair is actively working on to make our low fare services easier to access and even more enjoyable for our millions of customers.
If customers have any other suggestions or feedback they want us to hear, then please use our customer feedback service ‘Tell MOL’ on the Ryanair.com website.’
