Ryanair: loves profits, not sure about customers
Sunday, June 16, 2002
Kieron Wood
It was a good example of the way Ryanair has revolutionised air travel between Ireland and Britain. ... "Failure to present such valid proof of identity matching the names on your reservation will result in you being refused check-in without refund," says Ryanair. ... When she went to book an alternative flight at the Aer Lingus desk, she was told that she was the tenth Ryanair customer to be bumped that day. ...
Check-in desks are scheduled to open two hours before departure -- but anyone who has lingered in a Ryanair queue staffed by a single harassed employee knows that the two-hour figure is more like the waiting time. ... Passengers have to be on time, but Ryanair doesnt. "Times shown on the ticket, in timetables or elsewhere are not guaranteed and form no part of this contract," says Ryanair. ...
If flights are cancelled and no suitable alternative flight is available, Ryanair will "upon application, fully refund all monies paid in respect of the cancelled flight, on application (just in case you didnt notice it the first time), without further liability. ...
And if you are left waiting at an airport for 15 hours -- as Dublin-bound passengers were at Luton a few weeks ago -- well, "Ryanair does not provide meal vouchers or hotel accommodation at any time". ...
Considering OLearys brag about punctuality, it is odd to note that Ryanair "does not offer, and cannot facilitate, transfer for passengers or their baggage to other flights, whether operated by Ryanair or other carriers. We recommend that passengers do not book connecting flights on Ryanair services. ...
At last weeks results announcement, Ryanair boasted that "vigorous performance by ancillary revenues (up 34 per cent) contributed to robust revenue growth". ... "Ryanair does not accept responsibility for minor damage to the exterior of baggage (eg scratches, stains, soiling, dents). ... Ryanair seems to delight in stuffing what appear to be iron bars down the backs of some seats, then gleefully informing squirming passengers that no cushions are available on board to ease aching spines. ...
Everyone living in Ireland owes Ryanair a debt of gratitude for crushing the cartel that previously made air travel the prerogative of the privileged few. ... If OLeary spent just 1 per cent of his profits on responding positively to customer complaints, the sky would be the limit for Ryanair.
Last time I flew Ryanair from Dublin to Gatwick, the muddy cup of coffee served in mid-flight cost me more than my ticket.
Ryanair
Michael OLeary is one of Irelands most controversial chief executives
By Nick Mulcahy
Michael OLeary doesnt look like a man whos worth more than £120m. ... "
But after a bitter dispute between Ryanair and 39 baggage handlers who demanded to be represented by the trade union Siptu, OLeary admits that his strategy for dealing with the confrontation was flawed. ...
"The Ryanair board was fully supportive of the managers line in the dispute with Siptu. ... The newspapers and RTE tended to take Siptus line as facts while Ryanair statements would be reported Ryanair claims. ... If we have a fault in Ryanair its that we tend to address the internal audience all the time and sometimes at the expense of the external constituency. ... But they were reading things like Eamon Gilmore standing up in the Dáil calling for the public to boycott Ryanair. Theres 960 people here whose jobs depend on Ryanair. ... What does he think would happen if there was a boycott of Ryanair and the airline was grounded? ... ”
Since OLeary took charge of Ryanair in 1991, when the airline was on the verge of bankruptcy, he has either been engaged in crisis management or cracking the whip to ensure that the airline meets its stated growth objective of at least 25% per year. Success has followed but now there is a among OLeary and his colleagues that public perception of the Ryanair brand has to extend beyond cheap fares. ... Radio talk shows abound with Ryanair horror stories, even if the complaints never seem to dent passenger volumes. ... But if there is a technical fault or the weather stops a flight, Ryanair is not going to feed you. ... "
One thing keeping OLeary at Ryanair is his 14% shareholding in Ryanair Holdings, the airline parent company.
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