Posts: 2037
Joined: Fri Mar 15, 2002 12:34 am

Uk Airlines Attacked Over Standards

Tue Aug 20, 2002 4:36 pm

Ryanair do seem to be courting controversy these days. To say that they carried over 11 million passengers but only had a few complaints is very arrogant and I'm sure that they will get bit by the hand that feeds them. There's a lot more competition these days and people want more than just cheap flights (although I do think that maybe some people want too much for their money).

RE: Uk Airlines Attacked Over Standards

Tue Aug 20, 2002 5:40 pm

Well, anecdotal evidence suggests there have been a number of problems concerning Ryanair flights which have been delayed, or where luggage delivery itself has been delayed, or failed.

Ryanair do claim they do their 'utmost' to remedy such faults, and their is a bulletin on their website concerning the recent problems with delayed/lost luggage.

There have also supposedly been a number of problems with low-cost carriers being inflexible with pax mistakes on booking through the internet-a spelling mistake in the name, usually. However, I fully agree with the airlines on this specific issue-if the passenger has made a mistake with his/her name or booking, then the airline should refuse to accept the booking, and charge the person in question for a new flight...this is especially the case with the low-cost carriers.

I have flown easyjet, go and Ryanair and have found them all to be fine-I have yet to have an unpleasant experience with any of them-however, I never have any luggage to check-in, so this might have helped!
Posts: 9973
Joined: Mon Apr 23, 2001 10:12 pm

RE: Uk Airlines Attacked Over Standards

Tue Aug 20, 2002 6:42 pm

All the "controversy" over Ryanair looks to be coming from the same quarters: other airlines who are loosing business.
A few years ago, it was the same with Easyjet (and even now, a month or so ago a clearly KLM sponsored "study" was released that showed that KLM was cheaper than Easyjet on selected destinations. They didn't mention that they compared regular EZY prices to special action prices from KLM of course).

Stelios summed it up nicely a while ago. Skimping on safety causes accidents. Accidents are far more expensive than safety so safety will never be let go.

If people book the wrong flight or under the wrong name, that's their responsibility and not the airline's. That's the same with all airlines, not just the lowfare ones.
If you book online, you get to confirm the booking after you press the button by pressing yet another button. That intermediate page is there for a reason, it gives you a chance to check the information to make sure it is correct.
I wish I were flying
Posts: 900
Joined: Fri Aug 27, 1999 3:50 am

RE: Uk Airlines Attacked Over Standards

Tue Aug 20, 2002 7:15 pm

I think the interesting thing from the article was the table of the 20 most complained about airlines. While not great, the size of BA in the UK helps to explain it's number one position. I think the worst performer would have to be Air France (by a mile!!). They are the only foreign airline in the top 10 (that's if you count KLM as mainly KLMuk data). And their number of complaints at 110 are only 7 less than first place, but 30+ more than third. Whatever they did last year, they sure upset the British!!  Big grin

1) British Airways + subsidiaries: 117
2) Air France: 110
3) Ryanair: 77
4) KLM + subsidiaries: 53
5) Easyjet: 42
6) MyTravel (formerly Airtours):39
7) Britannia: 33
8=) Air 2000: 32
8=)Go: 32
10) BMI British Midland: 29
11) JMC: 24
12) Lufthansa: 23
13) Virgin Atlantic:22
14) Monarch Airlines: 20
15) Air India:19
16) Iberia Airlines: 18
17) Gulf Air: 16
18=) Emirates Airlines: 13
18=) Pakistan International Airlines: 13
20) British European: 12

Cheers  Smile

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Joined: Sun Aug 12, 2001 4:49 pm

RE: Uk Airlines Attacked Over Standards

Tue Aug 20, 2002 8:09 pm


Just to point out for readers not in Europe that Ryanair is an Irish airline and
not from the UK.


Posts: 1785
Joined: Sat May 19, 2001 9:16 pm

RE: Uk Airlines Attacked Over Standards

Tue Aug 20, 2002 8:14 pm

Here how Ryanair responds to AUC criticism:

Last year the AUC received 77 complaints concerning Ryanair in a year during which Ryanair carried over 11 million passengers. The AUC’s figures reveal;
it receives only 7 complaints from every 1 million passengers carried by Ryanair,
it receives just over 1 complaint a week from the 225,000 passengers carried each week by Ryanair,
it received 77 complaints about Ryanair, during a year when our passenger growth increased by 38% (that is over 4 million passengers in one year)

The Chief Executive of the AUC Mr Simon Evans was recently quoted in the Observer Newspaper (Sunday 11th August) as saying that;

“The overall effect of the low cost revolution on consumer choice was a good one”.

Since Ryanair was the original and continues to be the leading low fares airline, we welcome Mr Evans’ confirmation that Ryanair’s impact on consumer choice has been a good one!
Posts: 545
Joined: Fri Apr 05, 2002 9:05 pm

RE: Uk Airlines Attacked Over Standards

Tue Aug 20, 2002 8:30 pm

Also this study doesn't include any phone complaints, desk complaints or complaints in writing to the individual airline companies. It is only based on written complaints sent to the AUC.

A better way to have expressed it would have been a percentage per passengers. The numbers don't mean jack until you get them into the proper context. EasyJet probably had loads of complaints with the sit in protest the other weekend, did they get counted? NO cos they weren't written complaints to the AUC. Studies like these are for the media and other airlines to make on. Everyone is having a cheap go at RyanAir cos it's low cost and near the top but when you look at this study and work out that it equates to 1 complaint per week from 225,000 passengers. Well there's always someone whose not happy.

Ryanair bust the straps on one of my bags once but it got dealt with quickly. I wasn't too impressed when my bag came out with the busted strap but I was offered a replacement and I was more than happy. I realise that delays and cancellations probably make the better part of the numbers in Ryanairs and Easyjets case but what can you do with quick turnaround airlines.

We need the whole facts, all complaints not just some poncy jumped up assessment.

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Joined: Fri Aug 27, 1999 3:50 am

RE: Uk Airlines Attacked Over Standards

Tue Aug 20, 2002 8:39 pm

I agree 737Heavy. The media here has really jumped on Ryanair, based on these results. I have flown Ryanair many times, and my philosophy is you get what you pay for. Sure they arent the best in customer service, but they dont compete on that, they compete solely on price, and they are by far and away the best value airline ex the UK.

I think the more interesting fact is that the number of "full service" airlines in the Top 20.
Posts: 545
Joined: Fri Apr 05, 2002 9:05 pm

RE: Uk Airlines Attacked Over Standards

Tue Aug 20, 2002 9:08 pm

Exactly, you pay for a flight and you get a flight. I must have flown with Ryanair over 80 times last year from a few UK airports and I never had any problems. Maybe it's just me. Maybe my 80+ flights were just at the right times to miss all the problems. Maybe my percentage of flights with Ryanair to problems encountered with them hasn't been fully included  Smile/happy/getting dizzy

Media hype + lemmings.........

go canada!
Posts: 2886
Joined: Wed Jun 06, 2001 1:33 am

RE: Uk Airlines Attacked Over Standards

Wed Aug 21, 2002 12:06 am

Ryanair are ok if you fly early in the morning, as its the start of the day the flights dont miss thier slots.

After the first rush ryanair flights are often delayed because they cant turn around in 25 mins so the slots are missed and flights get put back.

I have flown with ryanair many a time and they have always managed to delay me at least on on a return flight. I also experienced the problems at STN regarding the bagge handlers and was tuck at STN for 3 hours without any help from ryanair.

Since i have worked in customer services for a number of years, i feel its an incredibily arrogant attitude for ryanair to take regarding complaints. they are lacking in basic customer service skills and is doesnt matter if you flight cost s2.99 or 99.99 you still have a right to a basic level of customer service, when that is lacking, as it often is with ryanair then its no good to bury your head in the sands.

Its an arrogant attitude that some on airliners are tkaing regarding ryanair, you dont deserve poor service and ryanair will alienate their customers if they continue with this policy. there will alwasy be a % of people who will fly with them come what pay but a large % will be attracted to other low cost carriers that offer good service(eg Go! or Buzz).

It is amazing what can be accomplised when nobody takes the credit
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Joined: Sat Aug 17, 2002 3:57 am

RE: Uk Airlines Attacked Over Standards

Wed Aug 21, 2002 12:21 am

As usually, the media will put whatever spin on these 'results' that they want and if some journalist has lost a bag on a Ryanair flight, Ryanair are going to be the bad boys.

I've flown Ryanair an numerous occasions. Sure I've been delayed but the worst thing I find is the free-for-all when it comes to boarding. Boy, do some of those grannies have sharp elbows  Smile But problems like that are put into perspective when you only pay thirty quid (or less sometimes) for a return trip from Prestwick to Stansted. I remember fifteen years ago when a Glasgow-Heathrow shuttle fare was over one hundred quid and you had to stay a Saturday night!

Also, take a look at the stats - they are not all that outrageous when you consider the number of passengers traveled. Sure, many more than that have been inconvenienced and kept quiet about it - my mother-in-law is a magnet for delayed and cancelled Ryanair flights - but lets face it, it is a damn site better than driving or taking the train.

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