Ryanair Improves Industry Leading Customer Service

28 Oct 2021

Day of Travel App, Digital Self-Service Hub & myRyanair Wallet

Ryanair, Europe’s No.1 airline, today (28th Oct) launched a suite of digital customer improvements to further improve customer service and provide easy access to all flight info when customers most need it.

Ryanair, which already delivers the lowest fares, best on-time performance, and lowest carbon emissions, is now making radical improvements to its customer service. These initiatives are a direct result of feedback from Ryanair’s first Customer Panel meeting in Sep. By working with customers, Ryanair can continually improve customer service as it grows to 225m guests p.a. by 2026.

New Customer Improvements:

‘Day of Travel’ App:·       Live videos & webcasts from Ryanair’s ops centre during major disruptions.

·       Live updates on new departure times/re-routings during disruptions.

·       Live updates on airport, terminal, flight and gate information via the app.

·       Easy app access to boarding passes, certs and other travel docs.

 

Digital Self-Service Hub:·       Self-serve online without contacting Customer Service team.

·       Improved Chat, FAQs, and new self-help videos.

·       Track updates on guest claims and interactions with Customer Service.

 

myRyanair Wallet:

 

·       Quick access to book flights using wallet balance.

·       Real time status updates on refunds with one click access.

·       Updated myRyanair account allowing storage of all travel docs in one place.

 

Refund Commitment:

 

·       Refund requests paid to original form of payment within 5 working days.

·       Confirmation and access to refunds in myRyanair within 24 hours of request.

 

Customer Panel:·       Dedicated 6-person customer advisory panel, meets twice p.a.

·       In-depth feedback to continually drive customer improvements.

·       Recommendations for future customer-led initiatives.

 

Ryanair’s Director of Marketing, Dara Brady said:

“We are pleased to launch these innovative customer improvements which will enhance the travel experience of our guests. Driven by customer panel input, these improvements allow our guests to self-serve online when changing flight dates or passengers’ names, updating contact info or adding bags/seats. For customers who need extra assistance they can now track their interactions with Ryanair across calls/email/chat/social and receive live status updates online.

Ryanair delivers the best customer service with the lowest fares and best on time performance and now our new Day of Travel Assistant (within the Ryanair app) will make travel easier and hassle free with live updates on departure times, terminals and specific gate info for boarding. In the small number of cases where we suffer disruption, customers will receive regular updates including live video and webcasts from our Ops Centre, ensuring they are kept as up to date as possible with what’s happening and how their disruption will be resolved. In rare cases of cancellations, customers who request a refund will now get confirmation and access to it within 24hrs in myRyanair and will be refunded to the original form of payment within 5 working days.

Our first ever Customer Panel meeting in Sep was instrumental in driving these service improvements and we look forward to receiving further panel feedback at our 2nd meeting in early 2022, to help us develop more ways to improve our customers experience while we lower airfares post-Covid and grow to carry 225m passengers p.a.”