HomeNewsCracked window won't stop Ryanair improving customer service

Cracked window won’t stop Ryanair improving customer service

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Andrew Carey

andrew@limerickpost.ie

RYANAIR is to herald the arrival of 2014 with a new and improved customer service according to chief executive Michael O’Leary despite passengers on a Shannon to London service experiencing a seven hour delay over what was described as a “minor technical issue” this week.

In excess of 150 passengers waited for their 6:15am Stansted bound flight to take off only to be informed by a text that the scheduled service would be delayed.

Before any announcement was made onboard, it was discovered that a passenger had received a message notifying them of the delay.

A cracked cockpit window was the cause of the “minor technical issue” and a replacement had to be flown in from the UK for it to be replaced.

Passengers reported that they were asked to return to the gate after 10am only to be further delayed until it finally took off seven hours later at 1:15pm. In the interim period, a €5 restaurant voucher was given to each passenger.

Meantime, airline chief, Michael O’Leary took to youtube with a New Year’s message stating that Ryanair would “significantly improve your customer experience”.

Several months ago, Ryanair acknowledged that it had an image problem and sought to rectify them.

“We hope you are as excited about these improvements as we are and we look forward to welcoming you and your family on board in 2014”.

A website overhaul now allows potential flyers book flights with greater ease and also has a 24-hour grace period for minor errors to be corrected.

From April, a new booking service via smart phones will be available while May will see the launch of the new Ryanair app.

Feedback is encouraged through twitter and the company’s website.

Mr O’Leary said that he wanted to “eliminate things that unnecessarily piss people off…a lot of these customer service elements don’t cost a lot of money. It is something we are committed to addressing over the coming year”, he said.

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