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Ryanair Bottom of Customer Service League

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Ryanair Website would allow customers to enter their details and save them, thereby reducing booking time for all future bookings. This service known as “ My Ryanair” would help them store their information and data securely on the Ryanair website for future ease of booking (Ryanair News, October 30, 2013). However, this is expected to go live by December end. The Recaptcha security feature was quite annoying which has been removed for individual customers starting October 1, 2013 (Ryanair News, September 20, 2013). It would continue to remain in place for high volume bookers, travel agents, and screen-scrapers.

Removal of recaptcha will speed and simplify the booking process. This is aimed at deterring travel agents and other bookers who only access the website for fare quotes. The other features on the website include a rolling program that would make it easier for passengers to navigate and quickly locate the all-inclusive price quotes and avail of promotions. They are also making significant investments in moving from the old to the new media focusing on social media and mobile platforms. To interact and understand customers, Ryanair has launched the Twitter page where it expects to receive instant updates and gain insight into customer expectations and flaws in the service.

This strategy ensures its 81m passengers and the media in Europe remain up to date with the latest Ryanair news, promotions, and route developments, “ from the palm of their hand” (Ryanair News, September 23, 2013). To celebrate the launch of the Twitter account, Ryanair is offering free flight to the 10000th and the 20000th follower on social media. In the past, it has also been criticized for ignoring passenger complaints posted on Facebook and even for rebutting criticism (Eleftheriou-Smith, 2013).

However, now the airline is actively listening and responding to the customers. The new mobile app will make fares and flight information available through all smartphones. Effective October 1, 2013, the mobile app is downloadable for free which earlier attracted € 3.

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preview essay on Ryanair Bottom of Customer Service League
  • Pages: 6 (1500 words)
  • Document Type: Essay
  • Subject: People
  • Level: Masters
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