Ryanair, Europe’s largest airline, today (7th June) welcomed the publication of the Q1 consumer report from the Association of European Airlines. This report demonstrates that no other airline can match Ryanair’s punctuality and customer service.
Speaking today, Peter Sherrard, Ryanair’s Head of Communications said:
“The high fare airlines simply can’t compete with Ryanair on price or on customer service either. These latest statistics prove that Ryanair is Europe’s undisputed leader, with the best punctuality, the fewest lost bags and the least cancellations. Only Ryanair guarantees the lowest fares and delivers number one customer service.”
Source: Ryanair, Easyjet, Aer Lingus and AEA published statistics Jan-Mar 2007
EI564 From , joined Dec 1969, posts, RR:
Reply 5, posted (7 years 4 months 2 weeks 2 days 20 hours ago) and read 4859 times:
Quoting KL911 (Thread starter): I knew it, I see it every week, and still people bash FR, most of them have never flown FR anyway.
Keep on dreaming guys.... They can call me anytime, I'll work for them.
Its not that I want to be cynical but can people say that FR's statistics are definitely accurate? They may define things differently.
Although the 1st one can be a bit cheated, saying that 15min delay is considered on-time and so-on. But then again, all airlines can do it, not only FR.
For the other 2 categories, I don't really know how you could cheat the statistics, especially the % of completion, which truly shows that FR cancels the least flights.
Quoting Icarus75 (Reply 6): Seeing the false/not accurate informations we can find on the website, I tend to agree with you!
Sad how every single topic about FR turns into a FR-bashing. If you don't like FR, don't read the posts about FR.
Smokeyrosco From , joined Dec 1969, posts, RR:
Reply 8, posted (7 years 4 months 2 weeks 2 days 17 hours ago) and read 4701 times:
Well you see the difference is people know what FR are like and they know if they make a complaint they will most likely get nowhere so they don't complain...... hence why FR seems to be the best for customer service. Frankly I'm not sure I'd call it customer service, Just a service.
EI564 From , joined Dec 1969, posts, RR:
Reply 13, posted (7 years 4 months 2 weeks 2 days 15 hours ago) and read 4552 times:
Quoting KL911 (Reply 10): guess you missed something: It said : the publication of the Q1 consumer report from the Association of European Airlines.
That's why I was a little cyncial. The source of the data is " Ryanair, Easyjet, Aer Lingus and AEA published statistics Jan-Mar 2007". The FR stuff comes from FR, EI from EI etc and the rest from AEA presumably. Although i'm sure the AEA stuff comes from their member airlines, so effectively all the information comes from airlines own stats.
I've always meant to compare FR's punctuality with the stuff on CAA's website but never bothered. (I've heard they seem to differ). That would be an independent analysis at least.
Steve332 From , joined Dec 1969, posts, RR:
Reply 14, posted (7 years 4 months 2 weeks 2 days 15 hours ago) and read 4535 times:
I flew FR last Friday and to be honest once again it was dreadful, The crew were nice I'll give them that much credit but we were on the ramp at DUB but almost an hour before we eventually left the gate ("The on-time airline" anyone????) and it took the guts of an hour for the food service to reach me (on a 737, come on!!! its hardly a jumbo jet now is it?).
I dont hide the fact that I'm not FR's biggest fan and I still have never booked a flight with them myself everytime iv flown them its been a friend who's booked it. I honestly find it hard to believe that these results are accurate, they're probably not the worst airline in the world but certainly the worst iv ever flown.
And with regards to being the cheapest, I flew back on Monday night with EI and that flight was almost €20 cheaper than the FR flight we got, and its not the 1st time!!
One hell of a narrow definition of customer service tho....... My Logistics book ("Werken met Logistiek" from Visser en Van Goor) states customer service as "A successful customer service requires the realization of specific customer wishes besides short delivery times and high delivery accuracy" (sentence rearranged for clarity). Furthermore it says: "In reality there can be a large difference between the companies perception of it's customer service and the actual service as seen by the customer".
Quoting EI564 (Reply 5): They may define things differently.
As they say, there are lies, damn lies and statistics.
Quoting RyanairCRL (Reply 7): These are the 3 categories that are shown in the press conference:
Joost From , joined Dec 1969, posts, RR:
Reply 17, posted (7 years 4 months 2 weeks 2 days 15 hours ago) and read 4487 times:
Quoting JRadier (Reply 15): One hell of a narrow definition of customer service tho.
Of course, every airline will show the aspects of customer service in their yearly reviews that fits them best. However, the on-time percentage, the number of lost bags, and the number of completion are criteria that can be measured very well. It's way more difficult to quantify the smile you get from the F/A, the warm colours in the cabin, or the good feeling you get from 'free' coffee.
It would be interesting to measure a pan-european customer satisfaction level through an independent customer interview research, similar to the way Dutch Railways are measured. Would be a hell of an interview though, and I don't see anybody willing to pay this.
Can you please refrain from mentioning that book again? I don't think it's a good book anyways, as the authors don't even attempt to prove any statement they mention, by references to literature or whatever. Just like A.net posts
JRadier From , joined Dec 1969, posts, RR:
Reply 18, posted (7 years 4 months 2 weeks 2 days 14 hours ago) and read 4461 times:
Quoting Joost (Reply 17): However, the on-time percentage, the number of lost bags, and the number of completion are criteria that can be measured very well.
That's true, however the claim that you "deliver number one customer service" is bold, very bold considering the factors
Quoting Joost (Reply 17):
Can you please refrain from mentioning that book again? Wink I don't think it's a good book anyways, as the authors don't even attempt to prove any statement they mention, by references to literature or whatever.
Got to agree there, but it's on my booklist (together with 'Werken met Distributielogistiek' which is a tad better, but not by much). What do you study?
RyanairCRL From , joined Dec 1969, posts, RR:
Reply 19, posted (7 years 4 months 2 weeks 2 days 12 hours ago) and read 4371 times:
Quoting Steve332 (Reply 14): we were on the ramp at DUB but almost an hour before we eventually left the gate
Is it FR's fault if you got a slot? I beleive it was a slot as there isn't much other reason for a 1h delay. Except a technical problem but I'm sure you'd have mentioned it had it been the case.
Quoting Steve332 (Reply 14): it took the guts of an hour for the food service to reach me
I sincerely doubt it took 1h for the crews to reach your seat, even if you were sitting right in the middle.
As opposed to the service on a jumbo jet, we actually sell all the stuff which takes a lot longer than saying "Beef or chicken". You were flying on a Friday, probably afternoon or evening, so I'm sure your flight was quite full and there were lots of families which make service even longer as they have to go through the menu with the kids, sometimes we've run out of what they request so they have to think some more, then there is the payment. This does takes some time. I don't know where you were flying but if it was to the UK or a non-€ country, than the payment process is a bit longer as well. All together, on a very busy flight, yes it can easily take up to 30-35min for the service to be done.
Quoting Smokeyrosco (Reply 9): The fact that FR doesn't have any baggage transfer is a bit of a cheat I would think
Sorry, I don't quite get the meaning of your "no baggage transfer".
Quoting Steve332 (Reply 14): I flew back on Monday night with EI and that flight was almost €20 cheaper than the FR flight we got, and its not the 1st time!!
which FR flights are you comparing it to? The one from the Friday? If so, then you can't compared them as it isn't the same day. I'm not saying that FR is always the cheapest. But if you want to compare flight fares you have to take the same day. Of course week-end flights will be more expensive than week flights and other airlines will do special promotion.
The FR flight on the Monday, to be honest we wouldn't have got it regardless of the price because it was too early in the day, it left about 1 I think, the EI flight was 11pm. Big time difference I know but thats the best comparison I got for ya
Peterinlisbon From , joined Dec 1969, posts, RR:
Reply 21, posted (7 years 4 months 2 weeks 2 days 9 hours ago) and read 4233 times:
They fly to small airports where there are less delays.
Missing bags per 1,000 pax
Small airports>less bags going through the system (perhaps they are the only flight)>less lost bags
They benefit statistically from the fact that they fly into smaller airports. It is not really a reflection on the efficiency of Ryanair. In any case, punctuality and missing bag statistics are not really what most people would consider customer service. Customer service is how they treat their customers and their customer service is minimal to say the least.
Embajador3 From , joined Dec 1969, posts, RR:
Reply 22, posted (7 years 4 months 2 weeks 1 day 23 hours ago) and read 4154 times:
Quoting Steve332 (Reply 14): it took the guts of an hour for the food service to reach me
Well, with a maximun load of 189pax. it may take some time to serve everyone. I believe that is not an airline issue, it happens on all airlines (not if you are flying Eastern Airways mosquitoes, of course).
Crew was nice as you said, you got your food and landed safely at your chosen destination... so the only reason why the flight was dreadful is 'cos of the delay?
RightWayUp From , joined Dec 1969, posts, RR:
Reply 24, posted (7 years 4 months 2 weeks 1 day 22 hours ago) and read 4120 times:
"guess you missed something: It said : the publication of the Q1 consumer report from the Association of European Airlines"
Thats the rub. The Ryanair article is all smoke & mirrors. They take the report which does not include Ryanair or Easyjet, and then insert theirs & Easyjets published OTP. This means they can use their own "on time criteria" This could be 15 mins leeway compared to say 3 minutes for Easyjet. Also it seems to be procedure that if any flight is seriously delayed they cancel it to protect their stats. In any case if you were flying to Frankfurt, an extra 10 minutes delay on a BA flight still means you are 50 minutes closer to where you want to go.
: It is not about liking FR or not! In fact, I'll soon fly them between Bergamo & Girona. But, seeing all it said on this forum about this airline, I'v
: I don't really understand your reply. The numbers are provided by Ryanair as an advertisement of their service, it's not a result of a McKinsey bench
: No it's not procedure, I've done a few flights with over 2h delays. Now what sometimes happens is that flights are cancelled to protect the rest of t
: That is if you're going to Frankfurt city. If you're going to Trier, or anywhere in that Western region, a 30min delay on FR will still get you there
: OK, FR do fly into some major airports, and STN HNN, etc are becomming busier. HOWEVER compring flying into STN with LHR is a joke IMHO. How can they
: Oh, don't be silly! Are you for sensorship?! There really wouldn't be any point reading such a thread if all the posts were biased one way or the oth
: I added some comments to some PUBLIC claims produced by FR's PR machine - isn't a forum like this the right place to do so? Losing bags is part of th
: Dont ask me mate, I wasn't flying the bird. I can tell you that I was still eating my Pizza when we were coming over the mountains into Malaga. You g
: Of course, I cannot disagree on that. When benchmarking different airlines on the efficiency or operational performance, it's like comparing apples a
: Add to that that CIA slots are limited and no new ones are issued currently. Therefore, for routes to CIA, FR will likely have less 'patience' to let
: No disagreement here. That's just how advertising works - the consumers simply have to be careful with believing everything of what companies say. PH
: As far as advertisement goes, there is honest and there is cynical . Typical Ryanair ad. For those interested, this is the latest annual AEA punctual
: The AEA punctuality stats are a very good measure for relative comparisons among the member airlines. However, the AEA is not an independent organiza
: The British Civil Aviation Authority does issue punctuality stats for flights to and from the UK.
: Indeed they do... Here's a link: CAA Punctuality Reports For UK Airports I've done a quick (hmm, took a bit longer than I expected) tally of average d
: I've always found the rule to be with low-cost airlines, and working for one myself perhaps I'm more prepared for this than the general public, that i
: What on earth have "punctuality, lost bags and no cancellations" to do with customer service ? That is just the product they are selling. If it falls
: I agree with you, they'd never reach an agreement... .
: I've deleted all the other quotes I had put in as when I got to Peterinlisbon's posts I saw he said exactly what I was going to say. I 110% agree wit
: Thgat is as specious as an argument could go. AEA is an association looking for the interests of its members and the statistics are catered for that