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Ryanair - 9

Old 20th Sep 2013, 16:22
  #1341 (permalink)  
 
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I lasted less than 15min with that link . . . . how long will you be "granted" ?
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Old 20th Sep 2013, 17:42
  #1342 (permalink)  
 
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Smells like a new regime is on the way?
Bets on WW anyone?
Chucking money away.

Fr has constantly changed in last 20 years, its just another phase.

What would MO'L do ? He would be bored silly raising cattle and go to the races.

Reckon he we go around 2020 after new fleet is in.
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Old 20th Sep 2013, 17:55
  #1343 (permalink)  
 
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MOL

Mmm , well he will be the big cheese on the guest speaker list
Of every business conference forever when he does go...

Now that is a role he would suit and I think, yes knowing him as I do,
He would find a certain pleasure in telling any audience of his success, .

But he really does love horse races ...nope this is the beginning of the end, hey he has earned it!
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Old 20th Sep 2013, 18:04
  #1344 (permalink)  
 
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Yes but ........ I'm not defending Ryanair, I loathe and despise their modus operandum and culture, however, having supervised ticket desks at international airports, I could tell you stories that would make your hair stand on end about the depths to which people will sink, telling the most appalling lies, to avoid paying reissue fees and so on. Anyone who has worked in a similar position will understand this.

The difference is that whereas I had, and allowed my staff, the discretion to make judgements and waive charges in cases where there appeared to be a genuine hardship or other motivation, I am quite sure that Ryanair's staff/agents did not have that discretion and that is a fundamental flaw in their culture.
Its a no win situation for staff and controls are in place because of this and as you indicated you have seen what people will do.

On the morning in question the news that the family had died and what had occurred was pretty limited.......he told of fire at 3am, he was informed as he was in the aiport that they had died just before 5.30am, flight at 6.30am. Its kind of hard for airport staff to know if it had really happened because news was limited.

Flagging it up earlier would have been a better idea, should have happened but dammed if they do dammed if they don't.
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Old 20th Sep 2013, 18:12
  #1345 (permalink)  
 
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Capetonian

however, having supervised ticket desks at international airports, I could tell you stories that would make your hair stand on end about the depths to which people will sink, telling the most appalling lies, to avoid paying reissue fees and so on. Anyone who has worked in a similar position will understand this.
Fully agree, I've heard stories when you know the passenger is lying that is unbelievably sick.
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Old 20th Sep 2013, 18:36
  #1346 (permalink)  
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Yes, people lie all the time and, until they prove that they have not, the company is entitled to pursue it's charges.

With regards to the subject matter I suggest that this is NOT the beginning of the end of MoL. He will continue until he is ousted or he dies in harness. He cannot help himself, he has to continue.

Will this change anything? Not in the first year. You try changing a culture that has been built into every brick of the company for some 25 years. It will require an enormous effort by mgmt, they will have to define new rules and then ensure they do not get an overs wing of behaviour that costs a fortune.

FR was always going to reach the point at which it reached a natural plateau of income. Most companies take 50 years to reach that - he has arrived there sooner than others and all credit to him.

By the way, Europe is in the middle of the deepest recession since the depression.
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Old 20th Sep 2013, 21:05
  #1347 (permalink)  
 
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Ryanair to be " nicer" to customers

From the Telegraph

So it was quite a surprise to hear him tell shareholders at yesterday’s AGM in Dublin: “We should try to eliminate things that unnecessarily p--- people off.”
Indeed, coming from the man who once derided passengers as “idiots” if they forgot to print their boarding passes – a milder turn of phrase than he employed to describe overweight passengers – this was a truly Damascene conversion.
During his long and brilliant career at the helm of Ryanair, Mr O’Leary has not often been forced on to the defensive. His famous mantra was: “People say the customer is always right, but you know what they’re not. Sometimes they are wrong and they need to be told so.”
But yesterday, with several shareholders complaining that poor customer service was hitting sales, and with the recent, unexpected profits warning – the first in nearly a decade – fresh in everyone’s minds, he was on the back foot.
Envious glances are being cast at easyJet, which has rediscovered its mojo under Carolyn McCall. She has repositioned the airline as a more customer-friendly, upmarket rival to Ryanair and her next pitch will be for the lucrative business travel market.
Some are asking whether the buccaneering guerilla warfare tactics that served Mr O’Leary so well on his ascent are appropriate now he is running Europe’s biggest airline.
His promise to overhaul its website, set up a new team to respond to emails and stop fining customers whose carry-on baggage exceeds minimum sizes by a matter of millimetres is hardly a radical manifesto for change. As he admitted, “a lot of those customer services elements don’t cost a lot of money”. But they are the first signs of a new, customer-friendly strategy.
Does this prove that the customer is always king and you can only get away with insulting your passengers for so long?
The jury is still out on that point. With the company’s share price down 4pc this month and passenger numbers down for the autumn, Mr O’Leary needs to be seen to be steering a different course.
It could be that, with the economy on an upward trajectory and a bit more money in people’s pockets, passengers are prepared to spend a little more for a higher standard of customer service. The days when rock-bottom fares were the only game in town could be coming to an end.
But Mr O’Leary, who once observed that “Germans will crawl naked over broken glass to get low fares”, will take some persuading.


So is it in Ryanair to be nice?
Having worked for Ryanair for many years I think the company has to change to survive. The problem for Ryanair is the competition are beginning to match the fairs of Ryanair but are doing it in a way that makes flying less of a trauma. I have been at the gate of Ryanair flights boarding for years and I have seen the way passengers have been treated. I have been deeply embarrassed to be part of the company on some occasions.
For example

The 52-year-old surgeon, who worked in Dublin, was woken at 3am last Friday and told it was likely his wife and three children had died in a fire at their home in Leicester.
Upon arriving at Dublin Airport at around 5:30am, Dr Taufiq Sattar was called by Leicester Police and told all of his family members had perished in the fire. Visibly distressed, he explained to the Ryanair check-in desk why he wanted to change his 9.40pm flight to East Midlands Airport to the 6.30am flight to Birmingham, and was told he would need to pay €187.46 (around £158) for the single fare.

Michael O Leary apologized today for the event. He said it should not have happened. However in Ryanair ground staff do not have the authority to show compassion or discretion. Michael O Leary is very well aware that this is exactly what should have happened if ground staff follow his and his executives instructions. To say anything else is disingenuous.

So the question is, can Ryanair achieve the CEO's vision of a kinder, gentler airline with the current management structure? I think not. While Michael O Leary should stay, those under him that know nothing else but ( as a shareholder put it today) a macho culture have to make way. Every company from time to time has to reinvent itself and refresh its management, why should Ryanair be different. Michael bred his executives to be this way. As a horse man Michael should know that you can't put a flat horse over jumps.
One word of advice, pay peanuts, get monkeys. If you need customer service, you need motivated, happy staff. Slashing staff costs over the last few years may have resulted in exceptional bonuses for the few, but today I think you are beginning to see the true cost of such short sightings.
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Old 20th Sep 2013, 21:14
  #1348 (permalink)  
 
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Following on from the news that these cowboys charged a poor man whose entire family had just been murdered in a house fire to change his flights I hope people stop flying with them and they go bust. They are [email protected] of the highest order.

Last edited by Doors to Automatic; 20th Sep 2013 at 21:24.
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Old 20th Sep 2013, 21:46
  #1349 (permalink)  
 
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Proffit warning

I did flag up the fact the Ryanair had announced a Proffit warning over the next few months, the speculation was that customer dissatisfaction was at the root of this, the thread vanished and I put is down to the PPRuNe managements paranoia of all things Ryanair.

Clearly the message has hit home at Ryanair HQ and resulted in a change of direction in the way they feel they must treat their diminishing customer base.
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Old 20th Sep 2013, 21:54
  #1350 (permalink)  
 
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Aw c'mon Doors to Auto, say what you mean

Hoping this thread lasts a bit longer than the previous 2, as it is . . a fairly big piece of news when a 300 aircraft airline suddenly wakens up to the Millions of Joe Publics' views.

Nothing derisory/libellous here, as you stated, they have not been known for their kindheartedness, so any change will be to their benefit just as much as their clients.

As stated though, Micky Boy can change like an Eel, but will some of the "Rock Apes" he appointed find the ability to change methinks that is the problem.

Last edited by captplaystation; 20th Sep 2013 at 21:57.
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Old 20th Sep 2013, 21:55
  #1351 (permalink)  
 
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Based on Ryanair's past record and modus operandi, I am guessing that they will probably apply an additional charge "for being nice" to their clients. I wonder whether it would be a 'per word' charge or a cumulative charge 'per act' of kindness?
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Old 20th Sep 2013, 22:00
  #1352 (permalink)  
 
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The only thing which motivates O'Leary is money. The fact that unless he changes his ways he will start to make less is the only thing that will motivate him to make that change.
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Old 20th Sep 2013, 22:06
  #1353 (permalink)  
 
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Ryanair to seek shareholder approval for bumper bonus scheme - Tourism News | Travel & Tourism Industry News | The Irish Times - Mon, Sep 16, 2013

5% of the current shares .....to be nice ...
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Old 20th Sep 2013, 22:12
  #1354 (permalink)  
 
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Please remember, that many good hard working people work for Ryanair, they have mortgages and a family to pay for, they have no say in how this company operates. wishing the company goes belly up does not help them, and can in some cases can be distressing.

Thank you.
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Old 20th Sep 2013, 22:32
  #1355 (permalink)  
 
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Too little and too late. It won't change my mind about using RYR, but long may they continue to exist. After all, I get to fly on much better carriers at very competitive fares
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Old 21st Sep 2013, 01:18
  #1356 (permalink)  
 
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MOL is on record as saying this was going to happen. A reading suggestion :
" Ryanair: How a Small Irish Airline Conquered Europe [Paperback]
Siobhan Creaton (Author) " It's not actually a u-turn, it's been expected internally for about a decade, the timing was the only issue they weren't sure of.
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Old 21st Sep 2013, 08:25
  #1357 (permalink)  
 
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donniedarko

Ryanair to seek shareholder approval for bumper bonus scheme - Tourism News | Travel & Tourism Industry News | The Irish Times - Mon, Sep 16, 2013

5% of the current shares .....to be nice ...
Seems over a third of them didn't "approve" though

Over 33% of Ryanair shareholders oppose new incentive plan | 20 September 2013 | Stock Market Wire


Last edited by Aldente; 21st Sep 2013 at 08:28.
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Old 21st Sep 2013, 11:40
  #1358 (permalink)  
 
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Interesting that the board said "Board had brought forward the recommendation to reward, retain and incentivise selected senior employees and directors."

yet the same board was accused of 'cronyism"
Ryanair is warned over danger of 'crony' board - Independent.ie


Well good luck to the 'few' and it will be interesting to see if 'the few' can change a culture (sucessfull) . Ryanair is micro-managed from the top down so if MOL has had a 'road to damascus' moment the the rest will have to follow suit.
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Old 21st Sep 2013, 12:50
  #1359 (permalink)  
 
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Following on from the news that these cowboys charged a poor man whose entire family had just been murdered in a house fire to change his flights I hope people stop flying with them and they go bust. They are [email protected] of the highest order
Or you could look at the facts but lets not let that get in the way of a good "MOL am mostest evilest man evar!!" Rant

Fire occurred in the early hours of the morning. The husband was told at around 3.30am. At 5.30am the husband was at the airport trying to change his flight. News hadnt even broke on UK media let alone in Ireland. Thus the ticket desk staff would have had no idea whether he was telling the truth or not and believe me people WILL tell you that their nearest and dearest have died to try and get costs waived.

The main bit you have to look at is whether Ryanair refund the ticket change fees once the husbands story was corroborated and proved to be true - lo and behold they have refunded the charge!!
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Old 21st Sep 2013, 14:10
  #1360 (permalink)  
 
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Is there enough time?

A change in heart has to come from the heart. It can not be purchased. Sending a memo your sub-contractors "Be nice to the idiots (MOL's word, not mine)" won't do much either. Nothing short of replacing the entire feral, venomous management and their current policies will do much good. Unfortunately, these are the things that have made the company as strong as it is. I'll suggest that RYR have now reached the summit of their mountain - which is just a pimple in the range of mountains that represents the air-travel market. To progress, they will first have to descend from their pimple and then find a bigger hill to climb - without going bust in the process. How will you know they are going in the right direction? When people feel sorry for RYR. And that might take years - if ever.
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