Wait… now we really ARE nice! Ryanair launches ‘customer care’ perks with its first frequent flyer programme – and now passengers get an extra 24 hours to change bookings for free
- The carrier says it will process delay compensation claims within 10 days
- It has also pledged to deliver 90 per cent of its flights on time or lower its fares
- The no-frills airline will also be taking delivery of new Boeing 737 Max aircraft
Ryanair first went on a charm offensive in 2014 with its Always Getting Better programme.
Now it’s trying to be extra nice once again in the wake of a turbulent PR period, with a series of ‘customer care improvements’. These include the launch of its first ever frequent flyer programme and passengers getting an extra 24 hours to change bookings for free.
The Dublin-based no-frills airline claims that it will deliver ‘more choice, lower fares and great care’ to its 152million flyers.
Ryanair’s chief marketing officer, Kenny Jacobs, alongside Ryanair cabin crew members Mariana Bidarra and Charilaos Kouroumbas, launching the airline’s new ‘customer care improvements’
Passengers previously had just 24 hours from making their booking to correct any minor errors such as a misspelled name.
This grace period is now being doubled. However, any corrections made after 48 hours could still result in penalties from £115 per person, rising to £160 at the airport.
Meanwhile, the frequent flyer programme will allow passengers to pay £199 per year for free seats as well as fast-track and priority boarding.
Among the other improvements announced by the Irish carrier is a new customer care charter that will see EU261 claims processed in 10 days, with 24/7 support on hand.
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EU261 legislation allows airline passengers to claim compensation payouts of €250 (£222) when short-haul flights are cancelled without being given at least two weeks’ notice.
Ryanair will also introduce its new Boeing 737 Max aircraft to its fleet in April, which the airline says will have new interiors, more legroom, more seats and be better for the environment.
The airline has also pledged to deliver 90 per cent punctuality on flights or take five per cent off the following month’s airfares.
The new Ryanair frequent flyer programme will allow passengers to pay £199 per year for free seats as well as fast-track and priority boarding
The announcement also detailed Ryanair’s carbon offset programme and how it plans to be plastic free in five years, as well as digital improvements such as a new fare finder, bespoke travel guides and a faster mobile app.
Kenny Jacobs, Ryanair’s chief marketing officer, said: ‘Ryanair is pleased to launch our 2019 customer care improvements, while continuing to deliver more choice, lower fares and great care.
‘Ryanair will carry 152 million customers this year who will enjoy these latest improvements including lowest price and punctuality promises, our customer care charter, new Ryanair Choice membership, and this summer many will enjoy our new Boeing MAX “Gamechanger” aircraft with more legroom and bright new interiors.
‘While we continue to improve our customer care, one thing that won’t change is our lower fares – which we promise will not be beaten – and our customers will still enjoy the biggest choice of destinations, with the most on-time flights and a fantastic onboard experience, as we grow our fleet, traffic and routes.’
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