SO if their customer service is so bad why are an increasing number of people choosing to fly with them....33,368,585 in 2005. Perhaps they are providing a much sought after product.
Bottom line -- because they're cheap--that's the "much sought after product." It is the unlucky ones who get stuck who will think twice before booking again with Ryanair.
Generally, there's no need for customer service department when things run smoothly. Customer service is there for when things go awry. And when things go awry at Ryanair, they just point to the agreement involved in flying on one of their flights.
For the most part, they deliver what they promise. But when they don't...