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Ryanair NR1 Again For Customer Service In Europe!  
User currently offlineKL911 From Ireland, joined Jul 2003, 5113 posts, RR: 12
Posted (7 years 1 month 6 days 2 hours ago) and read 4978 times:

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.



http://www.ryanair.com/site/EN/news....r=07&month=jun&story=gen-en-070607


RYANAIR NO 1 AGAIN FOR CUSTOMER SERVICE


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


Next trip : DUB-AUH-CGK-DPS-KUL-AUH-CDG-ORK :-)
49 replies: All unread, showing first 25:
 
User currently offlineBAxMAN From St. Helena, joined May 2004, 671 posts, RR: 2
Reply 1, posted (7 years 1 month 6 days 2 hours ago) and read 4937 times:

Quoting KL911 (Thread starter):
They can call me anytime, I'll work for them

You do realise that, knowing FR, this will be a collect call?



I need to get laid
User currently offlineSmokeyrosco From Ireland, joined Dec 2005, 2112 posts, RR: 13
Reply 2, posted (7 years 1 month 6 days 2 hours ago) and read 4937 times:

Quoting KL911 (Thread starter):
They can call me anytime, I'll work for them

Me too but they can't afford me!  Smile



John Hancock
User currently offlineJoeCattoli From Italy, joined Aug 2005, 569 posts, RR: 3
Reply 3, posted (7 years 1 month 6 days 2 hours ago) and read 4924 times:

I think they are doing a great job, I would like they would give a little more rights to their crew but I think they are good paid so I should need to know a little more to give a valid opinion.

Ciao Joe


User currently offlineKL911 From Ireland, joined Jul 2003, 5113 posts, RR: 12
Reply 4, posted (7 years 1 month 6 days 2 hours ago) and read 4918 times:

Quoting BAxMAN (Reply 1):
You do realise that, knowing FR, this will be a collect call?

FR, you can email me.......  Smile



Next trip : DUB-AUH-CGK-DPS-KUL-AUH-CDG-ORK :-)
User currently offlineEI564 From Ireland, joined May 2007, 373 posts, RR: 0
Reply 5, posted (7 years 1 month 5 days 17 hours ago) and read 4775 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.


User currently offlineIcarus75 From France, joined Oct 2003, 796 posts, RR: 0
Reply 6, posted (7 years 1 month 5 days 14 hours ago) and read 4663 times:

Quoting EI564 (Reply 5):
people say that FR's statistics are definitely accurate?

Seeing the false/not accurate informations we can find on the website, I tend to agree with you!  Wink



Flying is amazing!
User currently offlineRyanairCRL From France, joined Dec 2005, 190 posts, RR: 0
Reply 7, posted (7 years 1 month 5 days 14 hours ago) and read 4621 times:

Quoting EI564 (Reply 5):
can people say that FR's statistics are definitely accurate?

These are the 3 categories that are shown in the press conference:

> Punctuality
> Missing bags per 1,000 pax
> % Completions

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.



http://flyingtom.myphotoalbum.com
User currently offlineSmokeyrosco From Ireland, joined Dec 2005, 2112 posts, RR: 13
Reply 8, posted (7 years 1 month 5 days 14 hours ago) and read 4617 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.


John Hancock
User currently offlineSmokeyrosco From Ireland, joined Dec 2005, 2112 posts, RR: 13
Reply 9, posted (7 years 1 month 5 days 14 hours ago) and read 4614 times:

Quoting RyanairCRL (Reply 7):
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.

The fact that FR doesn't have any baggage transfer is a bit of a cheat I would think... but thats just my personal opinion



John Hancock
User currently offlineKL911 From Ireland, joined Jul 2003, 5113 posts, RR: 12
Reply 10, posted (7 years 1 month 5 days 13 hours ago) and read 4563 times:

Quoting Icarus75 (Reply 6):
Quoting EI564 (Reply 5):
people say that FR's statistics are definitely accurate?

Seeing the false/not accurate informations we can find on the website, I tend to agree with you!

guess you missed something: It said : the publication of the Q1 consumer report from the Association of European Airlines.



Next trip : DUB-AUH-CGK-DPS-KUL-AUH-CDG-ORK :-)
User currently offlineBae146tom From United Kingdom, joined Sep 2004, 228 posts, RR: 4
Reply 11, posted (7 years 1 month 5 days 13 hours ago) and read 4529 times:

its because i now work for them  Wink

Tom


User currently offlineJoost From Netherlands, joined Apr 2005, 3158 posts, RR: 4
Reply 12, posted (7 years 1 month 5 days 12 hours ago) and read 4494 times:

Quoting Smokeyrosco (Reply 9):
The fact that FR doesn't have any baggage transfer is a bit of a cheat I would think... but thats just my personal opinion

It's a result of their business model. Another result is that they have a higher on-time ratio. They made a choice of only offering point-to-point flights.

From a customer point of view, the reason why you bag has been lost or not, is not interesting at all.


User currently offlineEI564 From Ireland, joined May 2007, 373 posts, RR: 0
Reply 13, posted (7 years 1 month 5 days 12 hours ago) and read 4468 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.


User currently offlineSteve332 From Ireland, joined Feb 2007, 116 posts, RR: 0
Reply 14, posted (7 years 1 month 5 days 12 hours ago) and read 4451 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!!  Wink


User currently offlineJRadier From Netherlands, joined Sep 2004, 4670 posts, RR: 50
Reply 15, posted (7 years 1 month 5 days 12 hours ago) and read 4428 times:

Quoting KL911 (Thread starter):
number one customer service

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:

because that's where they score  Wink



For once you have tasted flight you will walk the earth with your eyes turned skywards, for there you have been and ther
User currently offlineBennett123 From United Kingdom, joined Aug 2004, 7382 posts, RR: 3
Reply 16, posted (7 years 1 month 5 days 12 hours ago) and read 4428 times:

Well Mr Sherrard, if the other airlines are dearer and offer poorer service why do you think that they do not fly FR.

Do you think that your potential customers are really that stupid or is there more to it.


User currently offlineJoost From Netherlands, joined Apr 2005, 3158 posts, RR: 4
Reply 17, posted (7 years 1 month 5 days 12 hours ago) and read 4403 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.

Quoting JRadier (Reply 15):
"Werken met Logistiek" from Visser en Van Goor

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. Just like A.net posts  Wink


User currently offlineJRadier From Netherlands, joined Sep 2004, 4670 posts, RR: 50
Reply 18, posted (7 years 1 month 5 days 11 hours ago) and read 4377 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?



For once you have tasted flight you will walk the earth with your eyes turned skywards, for there you have been and ther
User currently offlineRyanairCRL From France, joined Dec 2005, 190 posts, RR: 0
Reply 19, posted (7 years 1 month 5 days 9 hours ago) and read 4287 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.



http://flyingtom.myphotoalbum.com
User currently offlineSteve332 From Ireland, joined Feb 2007, 116 posts, RR: 0
Reply 20, posted (7 years 1 month 5 days 8 hours ago) and read 4233 times:

Quoting RyanairCRL (Reply 19):
I beleive it was a slot as there isn't much other reason for a 1h delay. Except a technical problem

Captain never said what it was, considering I'm a plane geek I can be certain it was a slot issue but once again we were not told a thing only that "we're gonna be here for another while"

Quoting RyanairCRL (Reply 19):
I sincerely doubt it took 1h for the crews to reach your seat

No joke mate it did, When I eventually got served we were just about to stat our descent, I was flying Dublin - Malaga by the way

Quoting RyanairCRL (Reply 19):
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

Morning and yeah it was full, Still no excuse for the time taken for service in my opinion

Quoting RyanairCRL (Reply 19):
which FR flights are you comparing it to?

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


User currently offlinePeterinlisbon From Portugal, joined Jan 2006, 434 posts, RR: 0
Reply 21, posted (7 years 1 month 5 days 5 hours ago) and read 4149 times:

Punctuality
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.


User currently offlineEmbajador3 From Spain, joined Aug 2006, 318 posts, RR: 0
Reply 22, posted (7 years 1 month 4 days 20 hours ago) and read 4070 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?
 sarcastic 



Flying Together
User currently offlinePlaneHunter From Germany, joined Mar 2006, 6708 posts, RR: 78
Reply 23, posted (7 years 1 month 4 days 19 hours ago) and read 4041 times:

Quoting KL911 (Thread starter):
with the best punctuality

Interestingly, LH or AF aren't that bad considering that FR mostly uses uncongested airports.

Quoting KL911 (Thread starter):
the fewest lost bags

A classic apples to oranges comparison. It's much harder to lose bags if these don't get transferred.

Quoting KL911 (Thread starter):
the least cancellations.

That's great - but then I prefer a carrier which cancels some more flights and then actually takes care of the stranded passengers.


Also, the definition of "customer service" is FR-made here. Sounds a bit like defining a Dacia Logan 1.4 with rear spoiler, aloy rims and a chrome plated exhaust pipe as a "sports car"...  Wink


PH



Nothing's worse than flying the same reg twice!
User currently offlineRightWayUp From United Kingdom, joined Oct 2001, 86 posts, RR: 0
Reply 24, posted (7 years 1 month 4 days 19 hours ago) and read 4036 times:

KL911
"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.


25 Icarus75 : 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
26 Joost : 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
27 RyanairCRL : 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
28 RyanairCRL : 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
29 BrianDromey : 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
30 Post contains images Rivet42 : 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
31 PlaneHunter : 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
32 Steve332 : 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
33 Post contains images Joost : Of course, I cannot disagree on that. When benchmarking different airlines on the efficiency or operational performance, it's like comparing apples a
34 Joost : 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
35 PlaneHunter : No disagreement here. That's just how advertising works - the consumers simply have to be careful with believing everything of what companies say. PH
36 Post contains links and images Pihero : 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
37 Joost : The AEA punctuality stats are a very good measure for relative comparisons among the member airlines. However, the AEA is not an independent organiza
38 EI564 : The British Civil Aviation Authority does issue punctuality stats for flights to and from the UK.
39 Post contains links and images Rivet42 : 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
40 Findingnema : 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
41 Vfw614 : 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
42 Embajador3 : I agree with you, they'd never reach an agreement... .
43 Toulouse : 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
44 Pihero : 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
45 EI321 : what
46 Findingnema : Ensuring a passenger gets to their destination on-time and without bags all adds up to the service they are providing their customers. As a no-frills
47 KL911 : FR has a marketvalue that's higher then any other European airline. In that the are the largest, yes. KL911
48 Post contains links Rivet42 : ... I refer you back to an earlier post - The CAA in the UK is about as independent as you are going to get. They clearly state how they get their da
49 KL911 : Again, I've never, never had any problem with their staff. I check in, they're nice ( often local people) onboard I order a beer and get it, and for
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