Ryanair, Europe's biggest budget airline, has promised to transform its "abrupt culture" in a bid to win customers from costlier rivals, admitting for the first time that a reputation for treating its passengers badly might have become a problem.
The Irish firm, this week voted the worst of the 100 biggest brands serving the British market by readers of consumer magazine Which?, said on Friday it would become more lenient on fining customers over bag sizes and overhaul the way it communicates.
The Irish firm, this week voted the worst of the 100 biggest brands serving the British market by readers of consumer magazine Which?, said on Friday it would become more lenient on fining customers over bag sizes and overhaul the way it communicates.
If customers are not willing to pay less for an unfriendly customer relationship anymore, how Ryanair is supposed to change its BM's building blocks to implement a "be nice to the customers" strategy?
Group: ReJa
RispondiEliminaRyanair, the most successful low-cost aerospace company, has to do a big change in customer strategy. Their unfriendly way does not attract new clients and furthermore current customers prefer paying more for their flights with other firms providing good services.
It is already a big step in the right direction that Ryanair found out about this major problem. Directly, the management told their staff to be nicer to the passengers and do not be too strict about tiny details as mentioned in the article about the size of the suitcases.
We do not think that Ryanair has to change anything about their business model, because it has been the most profitable airplane firm in the last year, transporting an enourmous amount of passengers more than any other plane company and had done the most flights over the world, expanding to new airports connecting new countries together. Being cheap does not implicate being unfriendly, so just changing this detail will improve Ryanairs' image towards its customers.
Group: PDF-Management
RispondiEliminaRyanair definitely have to change their way of treating their customers. They do not have to change completely to be a "full-service" airline company, but they still have to make some changes when it comes to routines of customer treatment. There are a lot of things, like fining travelers for millimeter over-sized bags, which just pisses the customers off. It's the same thing as in the last blog, will customers remember what we do for them today? Yeah, especially if it is bad things, like not treating them very well. A bonus system or not, fining people that haven't printed their boarding passes or have a slightly too big baggage, is just ridiculous. And they probably lose more money in form of scaring people away, then they make on the actual fines. When it comes to the change in the BM they should start with the customer relations, and try to focus more on customer retention. And their value proposition should not only consist of cheap transportation for the customers. They need some basic service to get even stronger customer loyalty. That's the major changes they have to do to improve their business. Anyway, as we can read in the text, it is one of the world largest airlines, and if they could just make some small improvements on the service, they could grow even bigger.
Maranello Group
RispondiEliminaPassengers as we know by this point are extremely frustrated when dealing with unpleasent travelling conditions. Ryanair’s custumers are aware that they are travelling with a low-budget airline, but cannot accept to be “left-behind”, feeling abandoned.
Ryanair has been facing quite a number problems, due to customer’s critiques, and it is correct for the firm to change strategy because people are afraid to fly within unsecure conditions, a situation that will surely generate a loss in clients.
On the other hand, a deep innovation in the company’s structure and features might lead perhaps to another effect. Offering passengers new and more competitive oppurtinities could turn the well-known company in something that deeply differs from its initial objective – to be a low cost.- and so it would enter in competition with the other great flying companies, such as Alitalia.