'How can we further improve our services?' - MOL

pajor

I know there's been discussion about Ryanair's recent plans to be ever so kind and improve customer service.

Dear Customer,

Over the past 29 years Ryanair has grown from carrying 200,000 to over 81 million customers annually by offering lower fares, great service and choice to Europe’s air travellers. No other airline can match our low fares, our on-time arrivals, our tiny rate of cancellations, or lost bags, or our new fleet of over 300 aircraft.

But we want to keep improving our services, which is where you can help me. Please send me your suggestions as to how Ryanair can further improve our industry leading customer service.

All suggestions will be gratefully acknowledged by me. I’m looking forward to hearing from you.


Many thanks

Michael O'Leary

Michael O’ Leary
Da Boss ☺

So is there anything that you want to put to 'Da Boss?'

I was actually going to post this in AH but then I remembered I wanted real answers. :pac:

roundymac

pajor wrote: »

I know there's been discussion about Ryanair's recent plans to be ever so kind and improve customer service.



So is there anything that you want to put to 'Da Boss?'

I was actually going to post this in AH but then I remembered I wanted real answers. :pac:

Do some thing about baggage charges. I won't even consider FR because we always take a hold bag with us. Cut out the gimmicks in your web site and make it as friendly as possible and sort out your customer service. As one poster on a previous thread stated, if Fr got their act together viz a vis customer service they could double their business and put real pressure on EI and other airlines.

Jhcx

That website has gone to the dogs. Otherwise everything I like it the way it is. I don't need customer service with Ryanair. Might as well start asking the taxi driver for CS

Lustrum

roundymac wrote: »

Do some thing about baggage charges....

I'm not sure this would be a runner at all. It's a huge revenue stream, and even if they incorporate the charge into their prices, more people would start checking in bags which means more time loading and unloading and longer turn around times. And aircraft don't make money on the ground!

I'd like to see assigned seating. It can't cost anything to implement, but the downside from their point of view is lost revenue from priority seats and emergency exit rows. On flights that aren't full anyone can sit in these if they haven't been booked (my personal theory is that if you board after about 2/3rds of the pax the crew usually let you in to the emergency seats once asked) so it's not making money all the time. No doubt there could be some compromise so we could see the end of the ridiculous queues and moshing once boarding is announced!

galwayjohn89

Fix the website taking away some ads especially pop ups and captcha.

Have assigned seating. That's pretty much it. Everything else I'm happy with.

pajor

Vuzuggu wrote: »

Fix the website taking away some ads especially pop ups and captcha.

Have assigned seating. That's pretty much it. Everything else I'm happy with.

The captcha is disappearing in November apparently.

Davy

Vuzuggu wrote: »

Have assigned seating.

Might stop those stupid early queues when the plane is still in the air

BonkeyDonker

Davy wrote: »

Might stop those stupid early queues when the plane is still in the air

And done right can actually speed up boarding an aircraft.

keith16

Davy wrote: »

Might stop those stupid early queues when the plane is still in the air

That's the thing. Plus, with a couple of kids in tow, it can leave you with little choice but to join that early queue. Who cares if you are on your own, or even with mates. But kids need to be supervised and for that you need to sit together.

I've seen people sprinting onto the plan and throwing jackets and anything they can find / do to keep seats for their friends / family. I've seen fights break out and nearly got hand luggage in my face once from feuding seat grabbers. Makes them a nightmare to travel with.

I actively go out of my way to avoid flying with them for this reason (even if it is cheaper and more convenient location wise - which can happen).

It would also be great if on late evening flights they would dim the lights and limit food / announcements.

Other than that, if I'm on my own, with mates, I don't care, I have noise cancelling head-phones. But as of now, they are seriously family un-friendly.

pajor

keith16 wrote: »

That's the thing. Plus, with a couple of kids in tow, it can leave you with little choice but to join that early queue. Who cares if you are on your own, or even with mates. But kids need to be supervised and for that you need to sit together.

Haven't flown Ryanair for a year now and wouldn't take any notice of it anyway now, but do they not board under-11s first anymore?

keith16

pajor wrote: »

Haven't flown Ryanair for a year now and wouldn't take any notice of it anyway now, but do they not board under-11s first anymore?

Yeah, maybe I being unfair, I dunno. I've only flown with the family twice and once we were ushered into the "priority" queue....but that just meant we were the first on the bus shuttling us to the aircraft :pac:

I'm not sure if it's their official policy but if it is, then it's not so bad I guess. Actually my wife tells me it does indeed happen like that! But yeah, on the late flights, get rid of the announcements / limit food service and dim the lights please

Davy

I have had my cabin bag taken and put into the hold because all space was gone after waiting back to board.

If they used boarding sequence for seating on all flights people would know how it works and not all barge to the gate at once.

keith16

Davy wrote: »

I have had my cabin bag taken and put into the hold because all space was gone after waiting back to board.

If they used boarding sequence for seating on all flights people would know how it works and not all barge to the gate at once.

I wouldn't be so sure of that. I've been on many Aer Lingus flights that use zonal boarding.

All the morons queuing as usual and then only make a token effort to get out of the way after they're repeatedly told by boarding staff that they are not currently boarding zone D and to get out of the way :rolleyes:

Although I have noticed this seems to be prevalent on specific routes

Fagashlil

keith16 wrote: »

It would also be great if on late evening flights they would dim the lights and limit food / announcements.

That's rumoured to be trialed soon, no PA's before 8am except safety ones, and the lights kept dimmed. Same on flights after 8pm, lights to be dimmed after the drinks service. They've already done away with the smokeless cigarettes/phone cards and the rest of the PA's combined into one after take off PA (scratch cards the exception:rolleyes:). Last memo said to concentrate on customer service, not services!

pajor

Fagashlil wrote: »

That's rumoured to be trialed soon, no PA's before 8am except safety ones, and the lights kept dimmed. Same on flights after 8pm, lights to be dimmed after the drinks service. They've already done away with the smokeless cigarettes/phone cards and the rest of the PA's combined into one after take off PA (scratch cards the exception:rolleyes:). Last memo said to concentrate on customer service, not services!

I'm flying with them soon at 7:25am, so that would be good alright!

Davy

keith16 wrote: »

I wouldn't be so sure of that. I've been on many Aer Lingus flights that use zonal boarding.

All the morons queuing as usual and then only make a token effort to get out of the way after they're repeatedly told by boarding staff that they are not currently boarding zone D and to get out of the way :rolleyes:

Although I have noticed this seems to be prevalent on specific routes

Ye i know, I have seen plenty of it too, but I mean if it was used on all flights all on the time, it would become the norm I think. The same way as queuing for the boarding was. I think a lot more people would use ryainair if that was the case...

Stinicker

Get rid of that god-awful diarrhea colour scheme on the interior of planes.

Do nice things for customers for a change, it costs nothing to be nice.

Take a look at how Air Asia and Cebu Pacific operate in the far east, both similar low-cost airlines but they do it with dignity and grace.

Hire nice happy staff unlike the sullen faces by the Ryanair cabin crew, its obvious they hate their job and take it out on the customer then.

Introduce a Ryanair frequent flier programme, reward loyalty.

Allow people to carry their laptop bags separately to their carryon.

No-one wants to buy lottery tickets in the air for godsake.

relaxed

roundymac wrote: »

Do some thing about baggage charges. I won't even consider FR because we always take a hold bag with us. Cut out the gimmicks in your web site and make it as friendly as possible and sort out your customer service. As one poster on a previous thread stated, if Fr got their act together viz a vis customer service they could double their business and put real pressure on EI and other airlines.

If you wouldn't even consider using Ryanair why are you so up on the gimmicks on the website, customer service.

homerjay2005

Vuzuggu wrote: »

Have assigned seating.

they do have reserved/assigned seatint. anybody who wants it, can have it by paying for it....

it means that people who dont want it nor need it, are not forced to pay for it. i cant believe how people moan about not having a seat, on a flight they probably got for half nothing.

galwayjohn89

I'm well aware that they have limited reserved seating. I am one of Ryanairs biggest fans and do find it quite entertaining watching the cattle surround the gate while the aircraft is still in the air. However, I think they should have assigned seating for everyone with the ability to pay extra for premium seats. Reserved seating does speed up the boarding process when done properly and would stop people walking past seats to the very back of the plane before realising that they need to sit down.

BonkeyDonker

Vuzuggu wrote: »

Reserved seating does speed up the boarding process when done properly and would stop people walking past seats to the very back of the plane before realising that they need to sit down.

It would actually work the other way around - you board back to front - as one of the biggest delays is people putting stuff in overhead lockers, especially with no assigned seats, as people can stop at random intervals, holding up all behind them.

If you load back to front you lessen this delay, as people then only stop infront of or near their seats, thus reducing the delay behind, as less people need to pass.

hmmm

My issues with Ryanair:

- The pushing and shoving to queue in the airport terminal in an effort to get a "good" seat
- Because there's so much cabin luggage, if you don't get a seat early you'll often have to stick your bag under the seat in front
- Because Ryanair is seen as a "cheap" airline, a lot of passengers think it's fine to act like animals

No suggestions there, just gripes. Other than that, it's fine.

forgotten password

i heart ryanair

the panninis should have more bred, more ham, more cheese, more onion, and should be half the price


ps lol at the people eating the "cheeseurger", i was seated recently beside two german "businesssmen", lol at them man-ghandling their cheeseburgers, lol. those burger should be free just for the entertainment valu of watchin them been eaten,

galwayjohn89

BonkeyDonker wrote: »

It would actually work the other way around - you board back to front - as one of the biggest delays is people putting stuff in overhead lockers, especially with no assigned seats, as people can stop at random intervals, holding up all behind them.

If you load back to front you lessen this delay, as people then only stop infront of or near their seats, thus reducing the delay behind, as less people need to pass.

I understand that. I was just saying in my experience on Ryanair flights people at the end board the aircraft and walk past loads of seats because they are middle seats. Then they get to the end of the aircraft and have to walk back towards the front to sit in one of the seats they previously refused.

Jhcx

I always board from the back usually like row 24,25,26a
The 737 is too small for zones I think .
Like if I don't get it that's grand but I'm not going to pay for a seat when I already have. As a check in agent it pisses me off people wanting to swap and change I want an isle I want a window I want I want I want. Well you can't bloody have it.
People are gonna start demanding more with Ryanair and it's gonna become bloated like every other airline. The whole point of the airline is to be cheap no frills airline stop asking for more or it makes it dearer and if I wanted to pay more I'd fly with British airways or Aer lingus.

I know I've out a post up before but some of the things I love about fr is I don't have to interact with any of the staff. No body bugs me. I get a seat I choose with out paying a premium. It gets me to my destination cheap and hassle free although the website is debatable. If I want food I either bring my own or pay for theirs. Like Ryanair is a simple airline if you let it. Granted bag costs are a bit expensive but they have to pay someone to handle your dirty bag(some are dirty and sticky and smelly) and maybe having a rewards card would be nice. Otherwise leave my cheap Irish airline alone it's the only one we have that flys to destinations I want to go to. Aer lingus is my premium airline if I need it. And a shuttle bus to the uk is all I need.

Will admit some good points on the thread not all I agree with. IMO

Davy

homerjay2005 wrote: »

they do have reserved/assigned seatint. anybody who wants it, can have it by paying for it....

it means that people who dont want it nor need it, are not forced to pay for it. i cant believe how people moan about not having a seat, on a flight they probably got for half nothing.

Your missing the point, if everyone is assigned seats no one is paying, theirs isn't a cost unless you want to pay premium for exit row seats etc.

dohouch

I thought when talk of better customer service first came up, there was mention of customer registration, thus avoiding the need to go through all those check boxes. Regular fliers having to say no to buying a suitcase,insurance et al is a real pain.

I think I actually heard MOL give a figure for the number of check boxes (31 ?) that had to be checked before a person had his/her ticket.

A more muted colour scheme, in cabin, would be welcome, but no chance of MOL bringing the painters in.

Davy

Frequent flyer reward program was mentioned, along with the possibly of changing the now famous on-time jingle, and mobile boarding cards.

http://www.rte.ie/news/business/2013/1021/481821-ryanair-mobile-twitter/

Ryanair customers should be able to use their mobile phones as boarding passes from next summer, according to its CEO Michael O’Leary.

The no-frills airline is also planning to introduce benefits to its frequent flyers as part of its attempt to improve its relationship with customers.

He also said a system to allow mobile-based boarding passes should be introduced by summer 2014.

Davy

http://www.rte.ie/news/2013/1025/482625-ryanair/

The "Recaptcha" security code, which appears on the booking page, will be removed from the website from next week.

Also from next week, customers who book directly on the airline's website will be given a 24-hour grace period to correct any minor errors.

Ryanair is to operate quiet flights prior to 8am and after 9am.

During these flight periods, no announcements will be made on board other than required safety announcements. Ryanair will also dim the lights during these quiet flights.

From December, Ryanair will allow passengers to bring a second small carry-on bag, no bigger than 35cm by 20cm by 20cm, which will allow a bottle of wine or equivalent to be carried.

December will also see the boarding card reissue fee cut from €70 to €15 for customers who have already checked in online.

However, customers who fail to check-in online will continue to pay a €70 airport check-in fee.

From the beginning of next year, standard airport bag fees will be cut from €60 to €30 at the bag drop-in desk and from €60 to €50 at the boarding gate.

This just doesn't seem right coming from Ryanair.....

The extra piece of hand luggage and the 24 hour grace for mistakes will make life a lot easer in fairness to them

bigblackmug

35x20x20cm is another 14litres of carry on luggage on top of the 44litres already allowed; That is a decent amount.

I note they are changing around car hire options too which is no harm as Hertz appeared to be charging more for car hire through Ryanair than they charged through online brokers.
I often hired from Hertz when flying with Ryanair but never from the Ryanair website.

Fagashlil

These are mostly great things for us crew, the only problem I can see is with the extra bag, there's huge problems anyways when we've a full flight trying to find space for bags, I wonder will they now ask people to voluntarily place bags in the hold on full flights a la EI, or will there be delayed flights when we try to play Tetris with all the bags brought on board!

bikeman1

Fagashlil wrote: »

These are mostly great things for us crew, the only problem I can see is with the extra bag, there's huge problems anyways when we've a full flight trying to find space for bags, I wonder will they now ask people to voluntarily place bags in the hold on full flights a la EI, or will there be delayed flights when we try to play Tetris with all the bags brought on board!

As I am sure you know, a huge part of the problem with the overhead lockers being full is the fact that a lot of people will refuse to put their small bags under the seat in front of them which takes up unnecessary space that is needed up above. For me it is a joy not checking in a bag, just walk straight out at the other end.

The extra small bag is a great addition. I normally have a full bag anyway, which means I can never buy any wines or spirits in duty free as I would have been over my allowance.

Davy

Fagashlil wrote: »

These are mostly great things for us crew, the only problem I can see is with the extra bag, there's huge problems anyways when we've a full flight trying to find space for bags, I wonder will they now ask people to voluntarily place bags in the hold on full flights a la EI, or will there be delayed flights when we try to play Tetris with all the bags brought on board!

Small bags fit under the seats in front of you. They may do an easyjet and reduce the size of the cabin bag to help the overhead bin situation.

Fagashlil

Davy wrote: »

Small bags fit under the seats in front of you. They may do an easyjet and reduce the size of the cabin bag to help the overhead bin situation.

I know that they fit, the problem is people refusing to put them under the seat in from of them. Apparently it's "terribly low cost" to have to put your handbag under your seat and not in the OH lockers, as was screamed at a colleague during the week.

I never said its a bad thing to be permitted to bring the extra item, I hate to travel myself without my handbag, it's just going to make it more interesting during boarding, especially when a flight is at full capacity, which is problematic enough at the moment.

Macy0161

Things they could improve to make my experience better...
- assigned seating. Aer Lingus still manage to sell certain rows at a premium, and have the option of assigned seating throughout the plan. If you don't pick a seat, one's assigned on check in. It can only save time imo, especially with the time wasted with people taking the front rows, then having to be shifted, only for them to be occupied later anyway if it's a full flight.
- paperless check in/ boarding, on a free app, like Aer Lingus.
- the website is awful - more than the image capcha wrong with it.

Minor irritation
- that bloody fanfare if it touches down within schedule - imo I've not arrived until I'm at least in the airport, so landing in the nick of time to be technically on schedule and then taxiing around for 10 minutes and then on a bus, isn't bloody on time to me!