Ryanair to improve customer service

Published by Mark King on 25 October 2013.
Last updated on 28 October 2013

Airline check-in

Budget airline Ryanair is to improve its customer service, with a range of "enhancements" including allowing people to amend their bookings for up to 24 hours and added cabin baggage allowances.

After taking on board customer feedback via an online survey, the firm said it was introducing a range of improvements over the next six months. They include:

  • Customers who book via Ryanair.com will now have 24 hours to from the time of their booking to "correct any minor errors", such as spelling, names, routings.
  • From 1 November, Ryanair will operate "quiet flights", prior to 8am in the mornings and after 9pm in the evenings. The airline stated: "During these quiet flight periods no PA's will be made on board other than required safety announcements. Ryanair will also dim the lights during these quiet flights so that any customers who wish to snooze, can comfortably do so."
  • From 1 December, Ryanair will allow passengers to bring a 2nd small carry-on bag of up to 35x20x20cms.
  • Passengers who have checked-in online but forgotten to print out their boarding pass, will now pay £15 to have their pass re-issued at the airport, down from £70. However, those who haven't checked in online will continue to pay the £70 charge.
  • The airline is also reducing its fees for checking bags in. From 1 January, it drops from £60 to £30 at the bag drop desk, and from £60 to £50 at the boarding gate.

Ryanair's Michael O'Leary said: "We are very excited at these significant improvements. We are actively listening and responding to our customers so that they can continue to expect low fares and on-time flights on Ryanair. We hope that our passengers will enjoy these service improvements, while still enjoying Ryanair's low fares and on-time flights."

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