However, it is not the usual issues, namely being the world’s love/hate airline – that has all changed (so we are told). This time it is embroiled in industrial action with baggage handlers at Madrid’s main airport.
A Ryanair spokeswoman said: “We sincerely apologise for any inconvenience caused.”
Also, if travellers need to travel with checked luggage, Ryanair is offering them a different airport or date of departure at no extra cost.
Stop… this doesn’t sound very Ryan Air.
Where’s Michael O’Leary telling all and sundry that “it is tough luck, deal with it”?
You see, times they are a changing. In fact, profits doubled last year. How? Probably ripping people off I hear you cry… but no… there has been a strategic shift. Ryan Air is actually making a major effort to be, well, nicer to its customers – it has dubbed it “always getting better.”
Pretty humble stuff.
It is estimated that the decision to improve its image and also a new effort to attract attract business customers has helped send earnings soaring by 66 per cent.
How? Well, over the last year it has introduced allocated seating, more legroom, improved in-flight meals, extra carry-on luggage and more business-friendly schedules.
So? Well, customer numbers have increased by 11 per cent to 90.6 million over the year, while revenues increased 12 per cent to €5.65 billion (£4 billion).
Here’s chief exec Michael O’Leary; “Our Always Getting Better programme is transforming our customer experience, our service, and the way we listen and respond to our customers.
“We have won substantial traffic and share gains in all markets.”
Pretty good stuff I think you’ll agree. However, can the man and the brand that who loved to be loathed, on the (spurious) theory that all publicity is good publicity keep this up? Will he himself have to step away from the spotlight a bit to let this new company culture shine through?
It will be interesting to see how long they can keep this going. The differential with Ryan Air was “nobody likes us, we don’t care!” It somehow worked – mainly because it generated HUGE awareness and their customers were buying with one thing in mind: price.
Now they are moving into new territory, Ryan Air is going to have to do some serious walking to go with all of the talking.
– See more at: http://www.eastmidlandsbusinesslink.co.uk/en/embl/advice/3475/Ryan-Air’s-charm-offensive.htm#sthash.QsBN8nUA.dpuf