Ryanair NO 1 for Customer Service !
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Ryanair NO 1 for Customer Service !
IT’S OFFICIAL - RYANAIR IS NO. 1 FOR CUSTOMER SERVICE
Ryanair, Europe’s No. 1 low fares airline today (Wednesday, 22nd February 2006) welcomed the just released AEA and Ryanair figures for customer service in 2005.
Speaking today, Peter Sherrard, Ryanair’s Head of Communications said:
“The comparison between AEA, Ryanair and Easyjet customer service statistics clearly shows that for the third year in a row Ryanair is the most punctual major airline in Europe with the most on time flights, the fewest cancellations and least lost bags.
“The report confirms:
Flights: During 2005, nearly 3 in 10 passengers who chose British Airways were delayed compared to just 1 out of 10 with Ryanair.
Mislaid bags: During 2005, 35 passengers in every 2,000 flying with British Airways had their bag mislaid compared to just 1 in every 2,000 with Ryanair.
Cancellations: During 2005, 12 in every 800 British Airways flights were cancelled, compared to less than 5 in every 800 with Ryanair.
“The report also confirms what millions of European consumers already know; if you want the lowest fares, the best customer service and best on-times, fly Ryanair”.
Ryanair, Europe’s No. 1 low fares airline today (Wednesday, 22nd February 2006) welcomed the just released AEA and Ryanair figures for customer service in 2005.
Speaking today, Peter Sherrard, Ryanair’s Head of Communications said:
“The comparison between AEA, Ryanair and Easyjet customer service statistics clearly shows that for the third year in a row Ryanair is the most punctual major airline in Europe with the most on time flights, the fewest cancellations and least lost bags.
“The report confirms:
Flights: During 2005, nearly 3 in 10 passengers who chose British Airways were delayed compared to just 1 out of 10 with Ryanair.
Mislaid bags: During 2005, 35 passengers in every 2,000 flying with British Airways had their bag mislaid compared to just 1 in every 2,000 with Ryanair.
Cancellations: During 2005, 12 in every 800 British Airways flights were cancelled, compared to less than 5 in every 800 with Ryanair.
“The report also confirms what millions of European consumers already know; if you want the lowest fares, the best customer service and best on-times, fly Ryanair”.
Did you ever hear such rubbish in your life ? Ryanair wouldnt know the meaning of good customer service if it hit them between their two front eyes!! The way customers are treated is unbelievable ! Ryanair are the worst for customer service
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Just because they are on time and loose the least baggage doesn't mean they have the best customer service - although let's be honest BA call centres are pretty much on the same level.
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Originally Posted by Capt Mick
Mislaid bags: During 2005, 35 passengers in every 2,000 flying with British Airways had their bag mislaid compared to just 1 in every 2,000 with Ryanair.
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Tightslot I was going to say that! You just can't compare the two, although the lay pax won't think about that.
Last edited by lexxity; 23rd Feb 2006 at 21:12.
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It constantly amazes me that people on the internet & in the press find a need to criticise Ryanair, as well as other low-cost airlines. Whilst the level of customer service may not be the same level of their legacy competitors, and indeed the standards of service may be little more than a National Express with wings, the airline has opened up Europe for many, making flying extremely inexpensive.
Not that this is meant as a rant or a Ryanair publicity opportunity, but I stand by the LCC airlines who say you get what you pay for.
Not that this is meant as a rant or a Ryanair publicity opportunity, but I stand by the LCC airlines who say you get what you pay for.
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BmiBaby: Spot on. People will always fly with loco airlines like Ryanair or Easyjet if prices are kept low, unfortunately the majority of them don't seem to understand that they will only get what they pay for. What do they expect for £4.99 plus tax? A three course meal and a five star hotel when it all goes pear-shaped? If you pay £500 for a hotel room you can expect to be waited on hand and foot, have your socks ironed and get your feet massaged in the spa, on the other hand if you pay £5 for a room you'll get bog all and there'll probably be sick all over the chair oops freudian slip....topical though! Have Ryanair's passenger figures dropped since the Channel 4 program? I doubt that the number of complaining pasengers has dropped either, so back to Bmi's point: why criticise the locos? They offer what people want, even if they do complain about it!
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unfortunately the majority of them don't seem to understand that they will only get what they pay for.
But what if they pay 150-200 pounds?
And many do. What do they deserve and in one short sentence the whole loco lack of service argument evaporates.
But what if they pay 150-200 pounds?
And many do. What do they deserve and in one short sentence the whole loco lack of service argument evaporates.
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Perhaps if we define 'Customer Service' as providing what the customer actually paid for then Ryanair's PR will make more sense. If you consider punctuality, cancellation rate, cost of travel to be important then I think they can claim to provide the best 'customer service'. It's when you try to get hold of their 'customer grievance' department they appear to slip. But are the others any better? We have had reason to contact three airline 'customer grievance' departments in the past three months. Only one has totally satisfied us, and within 24 hours, and that was Ryanair. Two 'full fare' carriers failed completely.
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Final 3: Personally I wouldn't pay £200 to fly with a low cost airline as it defeats the object. If someone ants to get from A to B and a high price loco ticket is the only way, fair enough I suppose, but if you're willing to pay that much you might as well fly with a full fare airline, get a meal thrown in and the option of hotac if you're delayed.
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The passengers who pay upwards of £150 per sector are often those who are booking to fly within two weeks of travelling, when the legacy airlines will be charging often two or three times the amount. What people fail to understand, is that the low-cost airlines have made flying affordable for everyone, whether that means booking in advance for a holiday and being able to pay £0.99 plus-tax, or for business travellers who can expand their businesses by making more business trips because the walk-up fare is under £300 return, that's why these airlines have changed the face of the airline industry.
Are their business plans robust? Yes! Does this mean that working conditions for employees may be harsher? Yes! Does it mean that you aren't going to get lots of freebies when things go wrong? Yes! But has it meant that flying is more affordable, and that the airline underpromises but overdelivers by generally getting passengers ontime & with their bags ... yes again!
Are their business plans robust? Yes! Does this mean that working conditions for employees may be harsher? Yes! Does it mean that you aren't going to get lots of freebies when things go wrong? Yes! But has it meant that flying is more affordable, and that the airline underpromises but overdelivers by generally getting passengers ontime & with their bags ... yes again!
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F3G
Most SLF paying £100+ have usually booked last minute and will pay that sort of money just to get to their destination, what I object to in loco customer service is the high cost of transferring or changing your flight when it is just a matter of a few pushes on a competer keyboard.
Most SLF paying £100+ have usually booked last minute and will pay that sort of money just to get to their destination, what I object to in loco customer service is the high cost of transferring or changing your flight when it is just a matter of a few pushes on a competer keyboard.
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Full fare airlines will charge you an arm and a two legs for a fully changeable ticket, or just an arm to change a cheap ticket. If they let you that is.
One of the more interesting snippets to come out from the recent Ryanair/Channel 4 correspondance was that 25% of the seats on Ryanair are given away (taxes/third party charges/CC fees/etc extra of course). That's a remarkable figure. So if you pay £150 you should be kicking yourself, but nobody forced you to accept their offer. You freely entered into that agreement yourself, and you still get a walk up ticket for less than you would pay in the days when the tickets were priced by government/airlines in collusion.
What %age of full fare airline seats are given away? You cannot even get a frequent flier award on BA for nothing, they hit you with fuel surcharge. I bet the capacity limits on BA frequent flier awards are far far far less than 25%. (and in any case you paid for those miles so the frequent flier seat isn't even free)
One of the more interesting snippets to come out from the recent Ryanair/Channel 4 correspondance was that 25% of the seats on Ryanair are given away (taxes/third party charges/CC fees/etc extra of course). That's a remarkable figure. So if you pay £150 you should be kicking yourself, but nobody forced you to accept their offer. You freely entered into that agreement yourself, and you still get a walk up ticket for less than you would pay in the days when the tickets were priced by government/airlines in collusion.
What %age of full fare airline seats are given away? You cannot even get a frequent flier award on BA for nothing, they hit you with fuel surcharge. I bet the capacity limits on BA frequent flier awards are far far far less than 25%. (and in any case you paid for those miles so the frequent flier seat isn't even free)
Originally Posted by bmibaby.com
The passengers who pay upwards of £150 per sector are often those who are booking to fly within two weeks of travelling
Yes, and when I pay this money and then get told you get what you pay for on Ryanair, I am disappointed.
Ryanair do many city pairs, or maybe I should say cornfield pairs, where there is no competition so it is misleading to write that passengers may have had a choice of carrier.
Originally Posted by bmibaby.com
What do they expect for £4.99 plus tax? A three course meal and a five star hotel when it all goes pear-shaped? If you pay £500 for a hotel room you can expect to be waited on hand and foot, have your socks ironed and get your feet massaged in the spa
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mmmmm time for a quick choice, last minute flight from LGW-DUB, FR or BA? let me see..............doesn't even take a second to dismiss the idea of FR. But then each to their own. If you like being treated like a sheep and being released from the airfield into a farm field in the middle of nowhere, great! But if you prefer to be able to interact with other forms of life apart from animals or airport security staff, i'll go BA. 
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Whilst Ryanair may fly from "cornfield citypairs" these are alternatives to routes flown from the main city airports, where indeed you will often have a choice of the legacy airlines. What Ryanair have done, is open up these small airports not only as an alternative to the busy hub airports, but also in supporting the smaller regions around these new airports, or in some cases airfields, that they serve.
Ryanair's fares for last-minute pax are going to be cheaper than those for a legacy airline, even if you're required to purchase drinks or receive slightly inferior legroom. Legacy carriers have only dropped prices within low-cost-airline levels as a kneejerk reaction to these airlines, without FR & EZY, we'd still be paying silly-money to fly.
Whilst you may object lplsprog to having to pay for changing your flight, this happens at legacy airlines as well if you're on the restricted cheaper tickets which are sold to compete with the LCCs, fully flexible tickets cost an absolute fortune even for relative short flights. Therefore, even if you have to change details for your flight on a LCC, you'll probably still stay better off.
What low-cost airlines have done, is do exactly what they say on the tin. They aim to fly you to your destination on-time & with your bags safely. You may not get all the frills & support you might get from other airlines, but even if you don't get the £0.99 seats, you'll still probably have saved money over flying with a legacy carrier. I cannot believe, that airlines which have opened up flying for Europeans should constantly be moaned at because they won't provide a free cup of tea, or they make you pay to change your ticket. Zoom back 15 years when the only way to get a cheap flight was to deal with complex ticket restrictions on the flag carriers, or fly on a once-weekly charter flight, and still the deals weren't as good as now. What more do you people want ...
Ryanair's fares for last-minute pax are going to be cheaper than those for a legacy airline, even if you're required to purchase drinks or receive slightly inferior legroom. Legacy carriers have only dropped prices within low-cost-airline levels as a kneejerk reaction to these airlines, without FR & EZY, we'd still be paying silly-money to fly.
Whilst you may object lplsprog to having to pay for changing your flight, this happens at legacy airlines as well if you're on the restricted cheaper tickets which are sold to compete with the LCCs, fully flexible tickets cost an absolute fortune even for relative short flights. Therefore, even if you have to change details for your flight on a LCC, you'll probably still stay better off.
What low-cost airlines have done, is do exactly what they say on the tin. They aim to fly you to your destination on-time & with your bags safely. You may not get all the frills & support you might get from other airlines, but even if you don't get the £0.99 seats, you'll still probably have saved money over flying with a legacy carrier. I cannot believe, that airlines which have opened up flying for Europeans should constantly be moaned at because they won't provide a free cup of tea, or they make you pay to change your ticket. Zoom back 15 years when the only way to get a cheap flight was to deal with complex ticket restrictions on the flag carriers, or fly on a once-weekly charter flight, and still the deals weren't as good as now. What more do you people want ...
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mmmmm time for a quick choice, last minute flight from LGW-DUB, FR or BA? let me see..............doesn't even take a second to dismiss the idea of FR. But then each to their own. If you like being treated like a sheep and being released from the airfield into a farm field in the middle of nowhere, great! But if you prefer to be able to interact with other forms of life apart from animals or airport security staff, i'll go BA.
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I am just pricing a trip to Copenhagen in the middle of next month and the options so far (in Y) are:
SAS - GBP 108
British Airways - 109
easyJet - GBP 127
Ryanair - GBP 130 (to MMX/Malmo)
I hope that this data will put into perspective that the loco airlines tend only to be competitive with the majors well in advance.
Now, as it happens, it suits me to fly from STN on this occasion and I'll probably choose easy, but if you factor travel from central London, the Stansted express is several times more expensive than the tube to Heathrow. So for many travellers, they could pay 30% more to travel low cost and we aren't talking about turning up on the day - this is 3 weeks in advance.
So BMIBaby, the data simply does not support your argument. Flying is a zero sum game, as WHBM says and someone always pays more so that someone can pay less.
In the major carriers, the F, J & W pax (& full fare Y) cross subsidise the low cost Y seats (and receive better service levels, except full fare Y), but what do you get back if you pay top end with a loco?
Short answer - nothing.
So, in order to convince me that loco carriers are truly loco, I would like to see them price the cabin at a simple pricepoint (like Laker used to do with Skytrain) and then we will see what that price is.
SAS - GBP 108
British Airways - 109
easyJet - GBP 127
Ryanair - GBP 130 (to MMX/Malmo)
I hope that this data will put into perspective that the loco airlines tend only to be competitive with the majors well in advance.
Now, as it happens, it suits me to fly from STN on this occasion and I'll probably choose easy, but if you factor travel from central London, the Stansted express is several times more expensive than the tube to Heathrow. So for many travellers, they could pay 30% more to travel low cost and we aren't talking about turning up on the day - this is 3 weeks in advance.
So BMIBaby, the data simply does not support your argument. Flying is a zero sum game, as WHBM says and someone always pays more so that someone can pay less.
In the major carriers, the F, J & W pax (& full fare Y) cross subsidise the low cost Y seats (and receive better service levels, except full fare Y), but what do you get back if you pay top end with a loco?
Short answer - nothing.
So, in order to convince me that loco carriers are truly loco, I would like to see them price the cabin at a simple pricepoint (like Laker used to do with Skytrain) and then we will see what that price is.
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I am just pricing a trip to Copenhagen in the middle of next month and the options so far (in Y) are:
...
...
...
I hope that this data will put into perspective that the loco airlines tend only to be competitive with the majors well in advance.
...
...
...
I hope that this data will put into perspective that the loco airlines tend only to be competitive with the majors well in advance.
Excluding taxes etc the most expensive one way flight was actually on BA who want approx £158 CPH-LON on 10th March. Most expensive one way flight on FR is £99.99 on 19th Mar, STN-MMX.
Cheapest you can do it on BA is approx £75 round trip available on 10 out of the 11 days in the sample. Cheapest on FR is 2p round trip. A 1p fare is available outbound on 6 days, a 1p fare inbound on 4 days. FR will charge you less than £1 outbound on 8 days, less than £1 inbound on 5 days, and less than £20 inbound on every day. So it's cheaper to fly on FR coming back on every day in the 'middle of next month' (remember to add all the extras to my figures for both carriers, though I have included the BA fuel surcharge in their figures as I consider that part of the BA ticket price).
If you insist on flying out on 12th March, and back on 19th march you will indeed approx pay FR £200, BA £75. So by selecting on one day 'in the middle of next month' you can indeed prove that FR is more expensive than BA
I thought you were a statistics wizard?
Last edited by slim_slag; 26th Feb 2006 at 08:58.