Is Ryanair, the best budget/profit model ...and just 'does exactly what it says on the tin'?
Whilst customer 'unfriendly' to many passengers, perhaps we flyers should just stop complaining and carping on at the sneaky 'add-on' techniques to get the basket spend up. These chargeable services, like a seat next to your partner or kids, have a new name....and how do you feel about being split up?
These ad-on techniques are now known as ancillary products which generate 25% of the £1.3 BN after tax profits, with a 9% increase in passengers.
As a paying customer often with high expectations of the destination and imminent vacation time, being treated with a fair degree of derision in a cold process is not nice. Either publicity fuelled or real, the near miss of paying to use the toilets a few years ago just heightened the love/hate relationship with the flamboyant Irishman, who has clearly shaken up the sector over 20 years, and created opportunity.
The landside teams and aircrew are not the villains here. The policy on seating is being investigated by the CAA after embarrassing proof of suggested manipulation for extra charging, and just plain 'unreasonable' behaviour. But O’Leary knows that the volume demand for his average 2 hr flights proposition is there. As some customers give up the brand and move up, or sideways.....he knows there will be others to fill their shoes.
Wanting to use a product or service is an important emotional trait for long-term loyalty and PR, as opposed to 'having to use it'.
From discussions locally, it appears that regulars are using Ryanair less frequently and sampling other offerings. The question is should customers feel 'loved' by Ryanair, or should they just take it on the chin, or decide on voting with their feet?
Ryanair seating debacle