Posts Tagged ‘Ryanair’

Ryanair – Is the biggest crisis the attitude?

October 1, 2017

Ryanair - Always Getting Better

Early last week we were asked to comment by the publication Fora.ie about the whole Ryanair fiasco and what we thought of how they handled their crisis.

In a crisis situation we always advise –

  • Don’t hide
  • Quickly establish the facts
  • Be 100% truthful
  • Always provide a solution (or a least be honest about working hard to find one)
  • Don’t be afraid to say sorry (as long as you mean it)
  • Don’t be shy about telling people the good things you are doing

This can be achieved with a combination of holding statements, follow up statements, interviews and implementing any necessary changes.

In the case of Ryanair there wasn’t really a formal apology but Michael O’Leary was door stopped by reporters and did say it was “clearly a mess” but he went on to point out that it was just 2% of their passengers that had been affected. I think Michael is missing the point here about focussing on the good things!

On their website where they have a page dedicated to the cancelled flights they also remind people of this “2%” as well as listing the flights that have been cancelled. They also provide a ‘link’ to a page that directs people to an EU legislation document about entitlements to refunds and compensation.

The words “sorry” or “apologise” don’t appear anywhere!

Ryanair - Cancelled Flights

Understandably customers are irate – Ryanair are not helping the situation by drip feeding news about cancelled flights, their customer contact lines not being managed efficiently and are still overheating their situation by promoting flights at “€19.99”.

Furthermore, they have been denying that part of the problem is pilots leaving to take jobs in other airlines.

This scenario has got even worse with pilots going public with their gripes and painting a pretty awful picture about what life is like working for the ‘low care’ airline.

All of this comes at a time when the airline has been trying to refocus it’s brand with their “Always Getting Better” campaign.

A different scenario? 

So – would it have made a difference if Ryanair were upfront, issued a formal apology and showed genuine empathy with inconvenienced customers and were honest about solutions and assurances going forward?

The answer would be a big “Yes” but there is also a big “But” to contend with.

The effectiveness of this approach will depend on what people feel about the company when embarks on such a course –

  • Do people feel warmly towards the airline?
  • Do they believe that there is a genuine concern for customers?
  • Do they believe that staff at the airline are treated well?
  • Do they believe that this company does charitable work?
  • Do they believe there is a strong moral compass at the airline?
  • Have they communicated the great things (if such things exist) they have been doing to the general public and stakeholders?

Maybe realising this Michael felt there was no point pretending to care?

In a crisis a robust process will definitely help but the best preparation for a crisis is to be good and do good things and communicate this effectively – it is only then that people will be willing to listen to your apology and accept it.

Leopards don’t change their spots and not caring will bite you in the butt eventually.

Greg Canty 

Greg Canty is a Partner of Fuzion Communications, a full-service agency that offers Crisis Consultancy Services from our offices in Dublin and Cork, Ireland

So you can teach an old dog new tricks after all!

May 22, 2017

Michael O'Leary - Ryamair

I’m still reeling from the shock of the great customer service I just experienced from Ryanair!

I found that there was a simple error on my flight booking for our summer holidays. Without much hope, I got onto the Ryanair “live chat” and after a relatively short wait, someone came on and solved my problem without an issue and – wait for it – are you sitting down? – without any additional charge – even though I had my credit card in my hand!

The Ryanair experience has improved so much that even Greg, my other half, isn’t complaining (well, not as much as usual) that we are using the airline to get us to Italy this year – in previous years he prefered to take an Aer Lingus flight to Paris and then take the train to Milan (beautiful journey by the way!).

So Michael, I applaud you, you turned the big ship (or plane) and set Ryanair on a new course towards good service, putting the customer first and you gotta be reaping the rewards…..

I think this is a big lesson for all of us.

Just because we do something one way, a way that might have built the success of the company, it doesn’t mean we have to stay doing the same thing, just because it’s the way we always did it.

It’s refreshing for everyone to change things up, it’s good to really listen to your customers and even more important, your potential customers and even if it goes against your original core values (or some might argue, lack of them in Ryanair’s case), consider adapting to suit your market in this very changing world.

When you are ready to make that change – the Fuzion team can be there with you every step of the way to help you 😉

Deirdre 

Deirdre Waldron - Network Ireland PresidentDeirdre Waldron is the founding partner of Fuzion

Fuzion Communications is a Marketing, PR and Graphic Design firm with offices in Dublin and Cork, Ireland

 

Aer Lingus celebrate 75 years by bringing back the Peanuts!

May 23, 2011
Aer Lingus celebrate 75 years

Peanuts anyone?

Aer Lingus celebrate 75 years by bringing back the Peanuts!”

Can you imagine a headline like this?

While it would seem like a terrible way to celebrate 75 years (On May 27th 1936 Aer Lingus launched its first ever flight between Baldonnel and Bristol, with just five passengers) for me it would be the best possible news to come from our famous airline.

Do you remember the days when flying was a treat and when the smiling hostess would genuinely look after each of the customers with water, orange juice and peanuts?

In so many businesses the level of service has increased but in the airline business the exact opposite has happened with a horrible race to the bottom. The level of service has reduced to such an extent that air travel is now a right pain in the backside.

Aer Lingus seem to be caught in no man’s land trying to compete with the “Low Care” airline Ryanair – I honestly get really cross when I hear people waxing lyrical about the great businessman, Michael O’Leary who proudly boasts about his brand of lousy customer service. While they might make record profits (€401M in the last 12 months), Michael will use every situation and every trick to squeeze a bob out of you – listening to jingles on board selling tickets is not my idea of a good time!

When we plan holidays it will never be to a route serviced by a Ryanair flight – plenty don’t mind so who am I to argue? I don’t want to travel with anyone who values customers in such a way.

Ryanair
Tickets for Ryanair charity anyone?

So, Aer Lingus – go for it … bring back the peanuts, that extra little bit of customer service, take a premium on the price and stop chasing Ryanair to the bottom.

What have you got to lose?

Happy 75!!

Greg Canty is a partner of Fuzion


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