Ryanair aims to improve its customer care by introducing: New aircraft, more choices, better punctuality and better support
After consecutively featuring at the bottom of the Customer Rating List for the 6th year in a row (as reported by Which?), Ryanair have finally stepped up their efforts to improve their customer service game. With the Launch of 2019 Customer Care Improvements, Ryanair aims to deliver “More Choice, Lower Fares and Great Care” to its 152 million customers.
Ryanair’s measures to improve their customer care in detail
According to Europe’s No.1 airline, Ryanair, these are the actions that they will take and that they hope will improve customer satisfaction greatly:
- Low Fares: find a cheaper fare within 3 hours and get paid the difference and an additional €/£ 5 MyRyanair credit
- New Max Aircraft: with customers constantly complaining about the lack of legroom in its aircraft, Ryanair now claims to be equipped with new Boeing max “game-changer” Aircrafts with new and bright interiors, more legroom and more seats
- Punctuality: with a drop in its punctuality, 8% from last year, Ryanair is all set to deliver on their 90% target (excluding when affected by Air Traffic Control restrictions) this year.
- Digital Improvements: the mobile site is going to be faster and better, there will be a new fare finder, sports ticket and travel guides.
- Environmental Improvements: working towards carbon off set programmes and aiming to be plastic free in 5 years
- Care Improvements: a grace period of 48 hours to change bookings free of charge
- New Choices: – €/£199 annual fee for free seat selection, fast-track & priority boarding for frequent travellers
- Customer Care Charter: all claims made under the EU261/2004 regulation to be processed within 10 days with the new 24/7 support which would reduce the time taken for the customers to connect to a customer care agent to 2 minutes
With the implementation of the abovementioned projects, Ryanair would try to act and improve on the customer grievances that have led to its low ranking and bad reputation throughout these years. As Ryanair’s Kenny Jacobs said, “While we continue to improve our customer care, one thing that won’t change is our lower fares – which we promise will not be beaten – and our customers will still enjoy the biggest choice of destinations, with the most on-time flights and a fantastic on-board experience, as we grow our fleet, traffic and routes.”
It is yet to be seen whether this measures will help Ryanair achieve a stable image in the mind of customers and improve their profitability. However, after 6 years of consistently being at the bottom of the ladder, regarding customer satisfaction, these actions are a much needed and very welcome change. Let’s just hope it works out for Ryanair!
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