Drastic times call for drastic measures, and that’s especially true in the always competitive airline industry. For the folks at Ryanair, drastic measures mean the unthinkable: new rules that require their staff to actually be nice to customers. Oh, the humanity!
The Ireland-based airline isn’t known for its customer service efforts, which typically include charging expensive fees for oversized bags and other inconveniences. In fact, it recently charged a man 188 euros to reschedule a flight days after his entire family was killed in a fire.
But according to The Globe and Mail, “Ryanair, Europe’s biggest budget airline, has promised to transform its ‘abrupt culture’ in a bid to win customers from costlier rivals, admitting for the first time that a reputation for treating its passengers badly might have become a problem.” Seriously, will those customers ever stop whining!
Polite service seems like a reasonable solution. If travelers are going to have to fly with their knees stuck against the reclining seat in front of them, you might as well apologize for how tightly you’ve packed them in. Unlike meals, that doesn’t cost a dime.
Michael O’Leary, chief executive of Ryanair, announced this solution after shareholder complaints. The customer service conundrum came to a head when a rival airline based nearly its entire business strategy around the fact that it treated flyers better than Ryanair.
Let’s hope the airline’s strategy will take flight. Now, if they could just offer unlimited booze, larger seats and lobster tails… Oh wait — apparently, that’s called first class.