How to do the right thing in a crisis
Recently, I have flights booked on Ryanair. I am appalled as a customer/passenger to how I am being treated. I have written below my take on the crisis at Ryanair! Enjoy
What Ryanair can do about this:
- First of all issue a full apology to your customers insisting that you are working hard to put the problem (s) right and you will be working hard to make sure families and passengers alike will be taken care of;
- List all the flights immediately informing all passengers that potentially affected which flights are going to be cancelled in full up to the end of October;
- As there is so much uncertainty, the offer of a full refund (without administration charges) will be offered with immediate effect. Passengers can make alternative plans for their travel/holidays;
- Employ more pilots (as mentioned in the media it appears you have an unusually high employee attrition rate);
- I strongly suggest you speak with your HR department and have the team work in a more productive manner organising staff leave/absence/attrition in a year in advance, so this situation does not arise again;
- Set up a helpline for passengers to contact Ryanair staff. Make sure this is well manned and there is 24 hour contact. Many passengers have already been stranded overseas and they need your support, urgently;
- Have an information box on the Ryanair homepage so passengers can access information regarding cancellations at a glance.
- Emailing customers with very little notice or alerting them once they have boarded the flight is not acceptable. Give plenty of notice and offer a full refund as mentioned above.