Ryanair Customer Care. (or not?)
Mistrust in Management
Thread Starter
Ryanair Customer Care. (or not?)
Interesting statements from MOL in this guardiam aticle.
<a href="http://media.guardian.co.uk/marketingandpr/story/0,7494,628994,00.html" target="_blank">http://media.guardian.co.uk/marketingandpr/story/0,7494,628994,00.html</a>
One quote from the man goes like this.""Our position is simple. Generally speaking, we won't take any phone calls... because they keep you on the bl**dy phone all day," said Mr O'Leary."
Regards
Exeng
<a href="http://media.guardian.co.uk/marketingandpr/story/0,7494,628994,00.html" target="_blank">http://media.guardian.co.uk/marketingandpr/story/0,7494,628994,00.html</a>
One quote from the man goes like this.""Our position is simple. Generally speaking, we won't take any phone calls... because they keep you on the bl**dy phone all day," said Mr O'Leary."
Regards
Exeng
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Well imho - he's got it right, as in it's a hard-nosed business not a flying club - and having people in the office costs money.
So, perhaps a more pertinent question is not how many total pax the airlines carry, but what's the ratio of pax carried to complaints received, i.e. maybe that accounts for why BA need 2000, easyJ 45, and Buzz 19 - who knows ?! <img src="rolleyes.gif" border="0">
If you fly with the Ryans you know exactly what you're gonna get (and there is a clue, i.e. why's it so cheap), of course if you really feel the need to indulge in a post-flight write-in to moan that your in-flight sandwich was a bit ropey then it would probably be best to fly with BA (etc); ah but, and there's the rub, BA are savagely more expensive - so you pays yer money and you takes yer choice !
Ps. Can somebody remind me again of how many pax the UK airlines carried and how much money they made, per pax, as a % of revenue.....
So, perhaps a more pertinent question is not how many total pax the airlines carry, but what's the ratio of pax carried to complaints received, i.e. maybe that accounts for why BA need 2000, easyJ 45, and Buzz 19 - who knows ?! <img src="rolleyes.gif" border="0">
If you fly with the Ryans you know exactly what you're gonna get (and there is a clue, i.e. why's it so cheap), of course if you really feel the need to indulge in a post-flight write-in to moan that your in-flight sandwich was a bit ropey then it would probably be best to fly with BA (etc); ah but, and there's the rub, BA are savagely more expensive - so you pays yer money and you takes yer choice !
Ps. Can somebody remind me again of how many pax the UK airlines carried and how much money they made, per pax, as a % of revenue.....
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Of course it's true that 'you get what you pay for' and that MOL will always have that pat answer to any criticism. Hard to argue with it really.
However, I think that what he has to worry about in the long term is a kind of 'critical mass' of dissatisfaction being built up in the travelling public.
If he continues to be cavalier with peoples genuine difficulties the day may come when enough people have been messed around, or know someone whos been messed around so badly that they look more favourably on paying an extra tenner (? 15EU?) to his competition.
If the competition can keep the price differential to those levels and still provide a marginally better service than FR then MOL will have a big problem on his hands. And I think it's starting to happen already.
However, I think that what he has to worry about in the long term is a kind of 'critical mass' of dissatisfaction being built up in the travelling public.
If he continues to be cavalier with peoples genuine difficulties the day may come when enough people have been messed around, or know someone whos been messed around so badly that they look more favourably on paying an extra tenner (? 15EU?) to his competition.
If the competition can keep the price differential to those levels and still provide a marginally better service than FR then MOL will have a big problem on his hands. And I think it's starting to happen already.
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Knold. You have a point when it comes to expectations regarding £1 fares but what about the people paying £200 to travel to Salzburg for example. What should their expectations be ?
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A few years ago when bmi was BM and they operated Diamond Service-one class cabin there were paxs who had paid high fares to those who had paid £69 return. All got the same. When the 2 class cabin was introducted the economy paxs felt they lost out and complained.
I flew Ryan Air in Nov 2000, and I paid 49p each way plus tax. The flight left on time and arrived on time. Service was basic, and on return poor. ie ran out of tea and coffee, cabin crews inexperience showed through. The aircraft was not clean, the tray table was dirty and mine came complete with childs artistic talents in wax crayon. The woman in front of me also had a dirty tray table, but sumed it up by saying to her friend "well what would you expect for 49p" and continued chatting to her friend.
Now. Replay the same situation onboard a BA, bmi, flight and I bet the cabin crew would have known about the dirty tray table and cleaned it.
[ 08 January 2002: Message edited by: euroboy ]</p>
I flew Ryan Air in Nov 2000, and I paid 49p each way plus tax. The flight left on time and arrived on time. Service was basic, and on return poor. ie ran out of tea and coffee, cabin crews inexperience showed through. The aircraft was not clean, the tray table was dirty and mine came complete with childs artistic talents in wax crayon. The woman in front of me also had a dirty tray table, but sumed it up by saying to her friend "well what would you expect for 49p" and continued chatting to her friend.
Now. Replay the same situation onboard a BA, bmi, flight and I bet the cabin crew would have known about the dirty tray table and cleaned it.
[ 08 January 2002: Message edited by: euroboy ]</p>
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HA HA. The pax would tell the cabin crew the tray tables were dirty. And YES the crew would give `em a wipe over.
Bit difficult to call cleaners at 30000feet!
The point being its all to do with expections.
Just take a few seconds glance at a holiday brochure and they seem to promise the world. IFE etc.
Theres a website where paxs do a quick report on a flight they have been on.
Its interesting to see what jo public think. Like a Go flight. The paxs thought there was good leg room and the aircraft was in good nick, but there again it would be as the plane was from BA.
I don`t believe one 737 came from BA to Go.
Its down to expections!
The woman thought for 49p a dirty table was OK, but if she was flying BA or bmi (paying more of course) would she have excepted the dirty table?
[ 08 January 2002: Message edited by: euroboy ]</p>
Bit difficult to call cleaners at 30000feet!
The point being its all to do with expections.
Just take a few seconds glance at a holiday brochure and they seem to promise the world. IFE etc.
Theres a website where paxs do a quick report on a flight they have been on.
Its interesting to see what jo public think. Like a Go flight. The paxs thought there was good leg room and the aircraft was in good nick, but there again it would be as the plane was from BA.
I don`t believe one 737 came from BA to Go.
Its down to expections!
The woman thought for 49p a dirty table was OK, but if she was flying BA or bmi (paying more of course) would she have excepted the dirty table?
[ 08 January 2002: Message edited by: euroboy ]</p>
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Can an airline really exclude certain responsibilities by itself? No refund, no obligation to help?
Isn't this more like a standardized consumer's law thing valid for i.e. all airline pax in the EU? I know FR officially "discourages" pax from using connecting flights, "no refund for anything".
Just curious, KK.
Isn't this more like a standardized consumer's law thing valid for i.e. all airline pax in the EU? I know FR officially "discourages" pax from using connecting flights, "no refund for anything".
Just curious, KK.
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Christain
First I must point out I`m not a pilot, but Cabin Crew. I`ve operated as crew since 1988, worked for 3 airlines, and held positions as cabin crew SEP and security trainer as well as No1 for over 10 years. Currently, with UK major as Main crew.
Everyone makes mistakes(which we learn from hopefully) and what seems nothing to me in the terms of a service on board an aircraft,could be a nightmare for less experienced cabin crew members.
I have flown with Ryan air 3 times in the last couple of years, and the crew all seem young there is a lack of more experienced crew. I would say the average age for cabin crew is 25. (pls correct me if I`m wrong)
When things are not going to plan with the service I have seen the No1 go into panic/snapping mode which has gone at both the other crew and paxs.
So on to the flight I posted about.
It was back in Nov 2001. Stansted-Perpignan.
Outbound, the crew were relaxed, cheerful and friendly. No1 pleasant and chatty and confident. Even though there were problems with his service. On leaving STN they didn`t have any white coffee. (they use prefilled cups of tea, coffee, with or without milk powder.)
The aircraft tray tables were dirty but crew fine went I ask to wipe it over.
The safety Demo was done too quickly and would have been confusing to anyone not familar to 737. ie There are 8 emergency exits on board this aircraft 2 at the rear 1 on the left and 1 on the right 4 overwing exits 2 on the left and 2 on the right and 2 doors at the front 1 on the left and 1 on the right. (read that with no punctuation and quickly with an Irish accent).
Perpigan-Stansted.
Boarding the aircraft the No1 clearly not happy. Young lady with possibly a lot on her shoulders.
Service was more of a chore (and almost gave the attitude of "God Passengers! They are thick)
There was No tea of coffee left for the return flight. Only hot chocolate. The rear bev maker was u/s and sitting in the mid cabin section I knew about it OK, as the crew grumbled about it and the No1 had to go back to the fwd galley again. No1 was close to picking on a newer member of crew as the flight continued. No1 was getting rather snappy and moved themselves from the service. The tax free sales were done with the STN express train tickets which caused confussion with the paxs, and any questions regarding the train service was met with either buy a ticket or not. Crew did not know the exchange rate. franc was quoted at 3.20 something to the pound. This was corrected when queried by the pax. The crew than handed back too much change.
Landing back at STN late afternoon (its dark) the No1 is in the forward galley with money and paperwork everywhere. No Good bye. Head well into the paperwork. As I went down the UNLITE airstairs I noticed a dark cord which was tired to the left handside airstair handrail at ground level with was connected to an object by the wing. I through a little dangerous as the aircraft was bright going into darkness.
If a paxs slipped and fell the No1 would have not been aware.
So leading on from this. If this was the type of service and this caused the No1 to behave in this manner, what would they be like in a different situation?
[ 08 January 2002: Message edited by: euroboy ]</p>
First I must point out I`m not a pilot, but Cabin Crew. I`ve operated as crew since 1988, worked for 3 airlines, and held positions as cabin crew SEP and security trainer as well as No1 for over 10 years. Currently, with UK major as Main crew.
Everyone makes mistakes(which we learn from hopefully) and what seems nothing to me in the terms of a service on board an aircraft,could be a nightmare for less experienced cabin crew members.
I have flown with Ryan air 3 times in the last couple of years, and the crew all seem young there is a lack of more experienced crew. I would say the average age for cabin crew is 25. (pls correct me if I`m wrong)
When things are not going to plan with the service I have seen the No1 go into panic/snapping mode which has gone at both the other crew and paxs.
So on to the flight I posted about.
It was back in Nov 2001. Stansted-Perpignan.
Outbound, the crew were relaxed, cheerful and friendly. No1 pleasant and chatty and confident. Even though there were problems with his service. On leaving STN they didn`t have any white coffee. (they use prefilled cups of tea, coffee, with or without milk powder.)
The aircraft tray tables were dirty but crew fine went I ask to wipe it over.
The safety Demo was done too quickly and would have been confusing to anyone not familar to 737. ie There are 8 emergency exits on board this aircraft 2 at the rear 1 on the left and 1 on the right 4 overwing exits 2 on the left and 2 on the right and 2 doors at the front 1 on the left and 1 on the right. (read that with no punctuation and quickly with an Irish accent).
Perpigan-Stansted.
Boarding the aircraft the No1 clearly not happy. Young lady with possibly a lot on her shoulders.
Service was more of a chore (and almost gave the attitude of "God Passengers! They are thick)
There was No tea of coffee left for the return flight. Only hot chocolate. The rear bev maker was u/s and sitting in the mid cabin section I knew about it OK, as the crew grumbled about it and the No1 had to go back to the fwd galley again. No1 was close to picking on a newer member of crew as the flight continued. No1 was getting rather snappy and moved themselves from the service. The tax free sales were done with the STN express train tickets which caused confussion with the paxs, and any questions regarding the train service was met with either buy a ticket or not. Crew did not know the exchange rate. franc was quoted at 3.20 something to the pound. This was corrected when queried by the pax. The crew than handed back too much change.
Landing back at STN late afternoon (its dark) the No1 is in the forward galley with money and paperwork everywhere. No Good bye. Head well into the paperwork. As I went down the UNLITE airstairs I noticed a dark cord which was tired to the left handside airstair handrail at ground level with was connected to an object by the wing. I through a little dangerous as the aircraft was bright going into darkness.
If a paxs slipped and fell the No1 would have not been aware.
So leading on from this. If this was the type of service and this caused the No1 to behave in this manner, what would they be like in a different situation?
[ 08 January 2002: Message edited by: euroboy ]</p>