Ryanair details customer service changes as part of charm offensive

Ryanair is to cut airport fees, offer a ‘grace’ period on bookings and ease bag curbs as it tries to win back customers put off by its reputation for poor customer service.


The programme of improvements follow “extensive” customer feedback through a new “Tell MOL” page, in reference to Ryanair CEO Michael O’Leary, on the airline’s website and deal with some of customers’ biggest gripes.

The airline says it will now cut boarding card reissue charges from £70 to £15 for customers that have already checked in online and reduce bag fees at both the bag drop desk and boarding gate. Passengers will be able to bring a second “small” bag on board, such as a handbag or bag of duty free.

O’Leary says: “We are very excited at these significant improvement. We are actively listening and responding to our customers so that they can continue to expect low fares and on-time flights on Ryanair, but will now enjoy service improvements.”

The changes come as Ryanair seeks to shake off its reputation for poor customer service, making it easier for customers to book tickets and contact the firm if there are problems. It has already pledged to improve its website, mobile platform and social media presence and is now hiring its first marketing director as it seeks to improve perceptions of the brand.

Ryanair is also planning to hold a second live Twitter chat with O’Leary today (25 October), giving customers the opportunity to question the airline boss and feedback on the changes. During the first chat on Monday (21 October) O’Leary revealed plans to introduce smartphone-enabled check-in by the summer, but said there are no plans to offer assigned seating.

Ryanair’s Customer Service Changes

– Cutting boarding card reissue charges from £70 to £15 for customers that have already checked in online.

– Reducing bag fees from £60 to £30 at the bag drop desk and to £50 at the boarding gate.

– Allowing passengers to bring a second bag on board measuring 35x20x20.

– Removing the “Recaptcha” security code from the Ryanair website from 1 November

– Offering customers a 24-hour “grace” period after booking to correct minor errors.

– “Quiet flights” to operate before 8am and after 9pm where Ryanair will only make security announcements.

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