A one-click payment system; more leg room, and “less yellow” are just some of the innovations Ryanair are introducing to improve the passenger experience.
The airline launched the third year of its “Always Getting Better” (AGB) programme, focusing on improved service, through digital and inflight developments.
As well as the usual promise of “even lower airfares”, the innovations will see new aircraft interiors featuring slimline seats, more leg room, coat hooks, LED lighting, and less yellow.
From May, it’s also introducing a one-click payment system on its app where customers can pay instantly for reserved seats, priority boarding, fast-track security, and upgrading to leisure or business plus.
July will see the launch of its Leisure Plus service which will allow customers to pay for reserved seats, priority boarding, and a 20kg bag as part of a bundle.
The airline is introducing a My Ryanair’ Club which offers members discounts and 24-hour priority access to seat sales, while its improve Business Plus service offers more flexible ticketing, more fast-track airports, and auto-check-in options.
A new “Rate my flight” app will allow customers to rate flights and the service they experience from May.
Simplified baggage options are also on the way, as well as an improved Digital Gift Vouchers service. Destination guides are to be added to the website, app, and emails. Its digital offerings will also contain event and restaurant discounts. The airline will also create a dedicated travel agency for school tours.
It has also allocated one plane from its fleet to be used as a corporate jet for part of the year. It will cost around €5,000 per hour.
Ryanair’s chief marketing officer, Kenny Jacobs, says the efforts to improve customer service have been a huge success.
“The continued drive to improve our customer experience has been reflected in the record passenger numbers and load factors we have had over the past two years, and we are pleased to launch Year 3 of our ‘Always Getting Better’ programme,” he said.
Mr Jacobs said: “The one thing that won’t change will be our low fares, and we’ll continue to offer the biggest and best choice of destinations, with the most on-time flights and a fantastic onboard experience, as we grow our fleet, traffic and routes.” The move towards a more pleasant customer experience was acknowledged by Ryanair CEO Michael O’Leary last year when he said he should have done it “years ago”.
“If I’d only known that being nice to customers was going to be so good for my business I would have done it years ago...Everybody loves a converted sinner. We have learned humility, which when you’re Irish that’s a tough lesson to learn. Humility doesn’t come easy to us and that we have to keep learning and listening to our customers,” he said.
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