Customer satisfaction: the beginning of a radical change for Ryanair?
Ryanair is not known for the quality of its customer service nor its interest in customer satisfaction. It sometimes provokes very violent reactions from dissatisfied customers. However, the Irish airline has just announced the creation of a Customer Advisory Panel to improve its service. Could this be a change in Ryanair’s marketing strategy? It is indeed not the first time that Ryanair gives voice to its customers. But Ryanair’s strategic position is unique after the Covid crisis, and the...
The single most loyal customer American Airlines wanted to get rid of
Some customers are better than others and need to be very well taken care off. But not Steve Rothstein. For American Airlines this customer was the one to get rid of and American Airlines did spend a lot of efforts to kick that customer out after he had flown 10,000 flights in first class with the airline. Discover this amazing story below. Probably the single most loyal customer Rothstein bought a lifetime AAirpass in 1987 for...
Ryanair: the best complaint letter ever sent + tips to get compensated
Complaints are important for companies aiming at improving customer satisfaction and loyalty. Yet, most companies don’t answer complaints (50-60% according to the interview of Prof. Davidow you can listen below), which is a very frustrating experience for complainants. This is what you should expect if you ever want to complaint to Ryanair. What you also may expect from Ryanair’s answer to your complaint is a defensive attitude. Based on my long complaining experience and the numerous...
Can a normal airline still compete with a low-cost pure player ?
After SN Brussels Airlines announcement to launch a low-cost alternative, Air France tried to do the same but the plan was stopped by 2 weeks of strike (which may have cost up to 300m€ according to newspapers). Yet what you observe on the market is that low-cost has become the dominant business model. Ryanair had been the undisputed leader for years (in terms of profit) and became the #1 airline in Europe. This year EasyJet took...
How to transform a negative moment in a positive customer experience
Today we wanted to finish the week on a positive and joyful note. Today’s post is inspired by KLM, the Dutch airline. There are many frustrating experiences that can happen when you travel by plane, and insatisfaction can arise for many different reasons. Loosing something in the airport, forgetting something on the plane (think about your keys, your smartphone) can lead to intense negative emotions. Fixing what one may see as a complaint-like situation is a...
How does Air France – KLM deal with customer’s satisfaction?
After I blogged last week about Accor and the way they deal with satisfaction in their annual report, I thought it might be interesting to do the same exercise for another company. Researches based on the analysis of annual reports have already been published in an attempt to reveal emerging themes (like ethics and ecology) and discrepancies between the official discourse and the reality. It seemed to me valuable to apply the same logic to a more...
