Ryanair says customer service move ‘no big deal’

Ryanair says customer service move ‘no big deal’

Ryanair has dismissed the idea of “wholesale changes” at the carrier as it attempts to improve customer service.

Michael Cawley, Ryanair chief operating officer and deputy chief executive, said: “Our model is to satisfy shareholders. There are other models to satisfy passengers.”

Cawley told the Iata World Passenger Symposium in Dublin: “We need to be a little less vigorous with people.

There is a balance and maybe we have gone too far one way. But the idea there is going to be wholesale changes is wrong.

“We need to be better at communicating with customers, but that is no big deal.

“When we take €70 from someone for having the wrong size bag we should do it with sympathy rather than glee.”

Cawley dismissed recent media reports suggesting Ryanair will work with agents – a story Travel Weekly has reported – as wrong.

He said: “Why would we need third-party help to distribute? Ryanair is very unlikely to have third-party distribution.

“We’re fighting OTAs [online travel agents] unlawfully screen-scraping our website in every jurisdiction in Europe.

“These guys go about misrepresenting our fares and then add a £25 handling fee. But they will get their comeuppance eventually.”

Cawley also dismissed repeated suggestions that Ryanair could develop a long-haul operation.

He said: “It won’t be Ryanair that enters the low-cost long-haul market.

“Some things we do as a low-cost carrier are not relevant to a seven-hour flight. You wouldn’t get an extra sector to New York because you turn around in 25 minutes.”


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