Posted on: 25 October 2013 by Mark Howells
Ryanair has unveiled a programme of enhancements to its customer service programmes.
After an extensive customer feedback programme through its “Tell MOL [Michael O’Leary, the airline’s chief executive]” page on the Ryanair website, the carrier has confirmed that it will introducing a number of customer service improvements over the next six months to the end of March 2014.
First, the “Recaptcha” security code will be removed from the Ryanair website for individual bookings from 1 November. From the same date, customers who book directly on the website (i.e. not via travel agents or screenscrapers) will be given a 24 hour grace period from the time of their original booking to correct any minor errors (spelling, names, routings) made in their original booking.
A third initiative from 1 November will be the introduction of “quiet flights”. This, prior to 08:00 and after 21:00, no public announcements will be made on board other than required safety announcements. Ryanair will also dim the lights during these quiet flights so that any customers who wish to snooze, can do so comfortably.
From 1 December, Ryanair will allow passengers to bring a second small carry-on bag (small ladies handbag or small airport shopping bag) no bigger than 35 x 20 x 20 cm which will allow a bottle of wine or equivalent to be carried.
Also from that date, 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 continue to pay a €70 airport check-in fee.
Moving into the new year, from 5 January 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, bringing them into line with competitor airline standard airport bag fees.
“We are very excited at these significant improvements in what is already Europe’s No.1 customer service airline,” O’Leary declared. “As we implement our plans to grow from 80 million to over 110 million customers a year over the next five years, we are actively listening and responding to our customers. 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 added, “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. As some of these policy changes will require website changes and handling staff retraining, we will be rolling them out over the next few months.”