Ryanair changing spots?
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Ryanair changing spots?
BBC News - Ryanair's O'Leary to end 'abrupt culture'
I always thought that part of the business model involved "unnecessarily annoying customers" because this would reinforce the message - "if it's this cr*p, it MUST be the cheapest option".
I always thought that part of the business model involved "unnecessarily annoying customers" because this would reinforce the message - "if it's this cr*p, it MUST be the cheapest option".
Paxing All Over The World
If they manage to change something that has been built into every single brick of the FR ethos across 25 years - I'd be surprised.
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I suspect that its all tied in with the profit warning, perhaps a slight change of tact is needed bearing in mind more of the so called 'Legacy' carriers are increasing the amount of services on their flight which are chargeable to compete.
I don't think that there will be any radical changes in policy though.
I don't think that there will be any radical changes in policy though.
Seriously, I don't believe MO'L has the ability to change his attitude to a more customer-facing one. But more so, neither do the senior staff who manage the policies and rules from Dublin; he has recruited like-minded individuals for a generation, and got rid of anyone not bought in to his approach. Bonderman (his principal shareholder) may be demanding instant action, but the resources and abilities are not there.
HOWEVER .......
Just supposing we here were invited to suggest the 'top ten' items to improve/change/do away with, what would they be ?
I would start with the "I hate luggage" ethos MO'L has portrayed, including the nonsenses like charging quite substantially for a 15 kg bag, then double for a 20 kg (all to be known when you book way in advance), and then charging a ludicrous amount for each extra kilo individually. A more 'I hate you' attitude it is hard to devise.
HOWEVER .......
Just supposing we here were invited to suggest the 'top ten' items to improve/change/do away with, what would they be ?
I would start with the "I hate luggage" ethos MO'L has portrayed, including the nonsenses like charging quite substantially for a 15 kg bag, then double for a 20 kg (all to be known when you book way in advance), and then charging a ludicrous amount for each extra kilo individually. A more 'I hate you' attitude it is hard to devise.
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Out of the two main LoCo's I'd prefer Ryanair to EasyJet on the grounds that at least RY have never left our luggage at Gatwick.
However, we dislike the fact that by the time you have added all the charges in, the headline price is not good value for money any longer. We shop around all airlines based on price, and if two are similar we go for the non-LoCo carrier.
I personally don't believe RY are capable of change with the current management team. There are so many things that irritate me with them that they would have to change A LOT for me to choose them over other carriers.
However, we dislike the fact that by the time you have added all the charges in, the headline price is not good value for money any longer. We shop around all airlines based on price, and if two are similar we go for the non-LoCo carrier.
I personally don't believe RY are capable of change with the current management team. There are so many things that irritate me with them that they would have to change A LOT for me to choose them over other carriers.
I suspect that its all tied in with the profit warning
If we're about to see changes in the way that Ryanair relates to its customers, then that's being done for the same reason - the effect it's going to have on the aforesaid bottom line.
We shouldn't be surprised, it's just good business.
How exactly can FR change? Drop the 0870 number? Stop the tedium of printing your own boarding card? Charging mega bucks for miniscule millimetres of oversized baggage? Start charging reasonable prices for onboard products? Now way will they ever reduce anything that involves costs. Perhaps the only way is be nice to it's customers, but there again look what happened to that poor man whose family was wiped out in Leicester. Did he get any compassion? no way he was charged again for changing his flight.
Please don't tell me that the stable door has been shut after the horse has bolted!
Please don't tell me that the stable door has been shut after the horse has bolted!
How exactly can FR change? [Stop] charging mega bucks for miniscule millimetres of oversized baggage?
Actually, if you read the linked article, you will see that MO'L made specific mention of that as one thing they will look at, recognising that it "unnecessarily annoys customers" (his words, not mine).
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(I also posted this on Airlines, Airports and Routes)
It's a bit more complicated that 'just' making Ryanair more user-friendly. Whether MOL said so at the shareholders meeting I don't know - he probably did - but a number of things have come together to reduce Ryanair's profits: there is now Europe-wide competition from High Speed Trains - something he did foresee; fuel prices are going through the roof - and 45 percent of Ryanair's costs go on fuel; their aircraft are ageing - higher maintenance costs; and finally Ryanair's real ticket prices are beginning to approach those of its low cost competitors. Ryanair are still making a respectable profit but shareholders are notoriously fickle about these things and will jump ship if a whiff of a drop in profits is in the air. It'll be some years before we've seen the last of Ryanair though. MOL must be thinking of retirement - he's a wealthy man after all - but it is clear that he likes a challenge, and to about-turn the Ryanair image and say 'sucks boo to you, of course we can become customer-friendly' must tickle him no end. He is, first and foremost, a very shrewd entertainer. Still, he may have had enough. We shall see. Just to be straight, I have no problem with Ryanair and use then regularly. He once said that Ryanair is just a bus serves, and that's what it is - a very efficient and safe one, and I have no problem with that at all. No - I don't work for them and sympathise with the poor work culture, but there is still enough work out there for those who don't like it to walk - as I'm sure many do.
It's a bit more complicated that 'just' making Ryanair more user-friendly. Whether MOL said so at the shareholders meeting I don't know - he probably did - but a number of things have come together to reduce Ryanair's profits: there is now Europe-wide competition from High Speed Trains - something he did foresee; fuel prices are going through the roof - and 45 percent of Ryanair's costs go on fuel; their aircraft are ageing - higher maintenance costs; and finally Ryanair's real ticket prices are beginning to approach those of its low cost competitors. Ryanair are still making a respectable profit but shareholders are notoriously fickle about these things and will jump ship if a whiff of a drop in profits is in the air. It'll be some years before we've seen the last of Ryanair though. MOL must be thinking of retirement - he's a wealthy man after all - but it is clear that he likes a challenge, and to about-turn the Ryanair image and say 'sucks boo to you, of course we can become customer-friendly' must tickle him no end. He is, first and foremost, a very shrewd entertainer. Still, he may have had enough. We shall see. Just to be straight, I have no problem with Ryanair and use then regularly. He once said that Ryanair is just a bus serves, and that's what it is - a very efficient and safe one, and I have no problem with that at all. No - I don't work for them and sympathise with the poor work culture, but there is still enough work out there for those who don't like it to walk - as I'm sure many do.
Which makes better business sense ?
Get someone to fly with you, rip them off and give them a horrible experience, make your money from them once only.
Get someone to fly with you, treat them well and give them a good experience,
make a bit less money because this costs a bit more BUT make that money over and over again as customers return rather than taking their business elsewhere.
Get someone to fly with you, rip them off and give them a horrible experience, make your money from them once only.
Get someone to fly with you, treat them well and give them a good experience,
make a bit less money because this costs a bit more BUT make that money over and over again as customers return rather than taking their business elsewhere.
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I'm not taking sides here but our experience of Ryanair is fine. The flight lasts two hours; prior to that there is two hours at the airport. By far the worst part of the experience is the bit at the airport. Any bad experiences on the flight are usually down to the customers, although our experience between here and the UK are to the contrary. We find the cabin crew courteous and efficient, the flight crew informative and, on the one occasion when our flight was delayed due to a diversion for refuelling after a thunderstorm, we were treated politely with regular updates with regard to the situation of the flight. Maybe we just live in the right Spanish city!
Last edited by Sunnyjohn; 23rd Sep 2013 at 09:16. Reason: typo
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Bang on Metro man.
I also believe that too many businesses are now led by people who focus on short term results (for their bonuses) and don't care a hoot about the long term because they will have moved on by then.
I also believe that too many businesses are now led by people who focus on short term results (for their bonuses) and don't care a hoot about the long term because they will have moved on by then.
I also believe that too many businesses are now led by people who focus on short term results (for their bonuses)
CEOs, like it or not, have to operate in that environment.