Ryanair is still pursuing its charm offensive, saying it will continue its transformation into a passenger-friendly airline.
Its future plans include enhancing its “Always Getting Better” customer charter launched last March.
This will bring further reductions on punitive costs for those who do not check in or miss a flight. The carrier has already lowered some of the fees it charges.
Measures the airline is introducing include reducing the fee for checking in at airports from €70 to €45 and cutting the price it charges for missed departures from €110 to €99.
Also planned is a real-time price comparison facility on its website which will list the prices being charged by other airlines, while letting people reserve fares and cancel bookings. But these services will attract a fee.
The airline’s chief marketing officer, Kenny Jacobs, said: “We’re not saying now that we’ve fixed Ryanair. It’s a relentless pursuit.
“Our low fares won’t change, but we will continue to listen and strive to enhance every aspect of our business and our new customer charter outlines the way we want to deliver an enjoyable, simple and low-cost travel experience to customers.”
Jacobs said the airline would be “judged on how we live by this charter”, which will be given to customers. It promises not only to offer the lowest fares and most reliable flights in Europe but to be transparent, to communicate, and respond to complaints.
So far 4 million people have registered their details as customers on My Ryanair, according to Jacobs. This lets the airline capture information on its passengers but may in future lead to special offers.
Also in the pipeline are changes to the in-flight menus and new designs for staff uniforms and plane interiors.
Ryanair believes its new image has helped push up sales and load factors and hopes that passengers numbers will reach 100 million this year, up from the 90 million it says it has.
And what did Mr O’Leary say? “If I’d known being nicer to customers was going to work so well, I’d have done it ages ago,” he said.
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