I don't see why people "forget" or "can't" print out boarding passes, its not rocket science and not the hardest thing to do. There is no excuses for not having them and its made crystal clear when booking that it needs to be done. If the majority of passengers can follow rules why can't everybody. You don't leave your house without a passport (some fools do) but its fine for some passengers to leave without there boarding card.
You are of course correct. But people make mistakes. And what matters is how you deal with them. The RYR approach appears to be one of total intolerance. This makes RYR to lack a soul or heart. It also leaves a poor taste in the passengers' mouths and results in profits warnings.
If you book rail tickets, you don't turn up to stations without tickets printed or your reservation number. You learn how to read in life so the minority of passengers who fail to follow T&C's should pay a heavy price for mistakes.
So if you make a mistake at work, should you be sacked?
If FR reduce charges or relax charges for peoples mistakes, everybody will be paying through higher fares. FR will make back all the money they could lose by becoming more customer friendly. I believe the boarding card fees should stay and even be increased more as once they become high enough people won't forget things.
Hang'em high! But what you are saying doesn't make sense. Customer friendly starts bookings and add-ons when you book. Then how you deal with people who make errors, have personal problems and so on. Then how you deal with people in flight and then, more importantly, what you do when things go wrong - which they will. In every case, RYR has appeared to be heartless. They can't grow a compassionate, caring one from the diseased, rotting, black heart that they now have.
Overall, I don't think anybody cares about RYR apart from its shareholders. Its customers don't and neither do its suppliers. And think about this. Its management probably have to spend the majority of their time fighting to keep what they have. They have annoyed so many people that they are always on the back foot. So when will they have time for compassion or will that be sub-contracted as well?
As for the future, who knows. They don't have time for compassion and certainly no leadership. Fuel prices will continue to increase. European governments are still insisting their sub-contractors pay appropriate social taxes. Their competition is getting stronger and their world is getting tougher. But who really cares? And that is their problem.