5/9/22, 10:01 AM Ryanair Improves Industry Leading Customer Service – Ryanair's Corporate Website

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HOME MEDIA CENTRE OUR NEWS RYANAIR IMPROVES INDUSTRY LEADING CUSTOMER SERVICE

3 mins read 28 OCT 2021 NEWS

Ryanair Improves Industry Leading Customer

Service
Day of Travel App, Digital Self-Service Hub & myRyanair Wallet

Ryanair, Europe’s No.1 airline, today (28th Oct) launched a suite of digital customer improvements to further improve
customer service and provide easy access to all flight info when customers most need it.

Ryanair, which already delivers the lowest fares, best on-time performance, and lowest carbon emissions, is now
making radical improvements to its customer service. These initiatives are a direct result of feedback from
Ryanair’s first Customer Panel meeting in Sep. By working with customers, Ryanair can continually improve
customer service as it grows to 225m guests p.a. by 2026.

New Customer Improvements:

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5/9/22, 10:01 AM Ryanair Improves Industry Leading Customer Service – Ryanair's Corporate Website

· Live videos & webcasts from Ryanair’s ops centre during major disruptions.

· Live updates on new departure times/re-routings during disruptions.

‘Day of Travel’ App: · Live updates on airport, terminal, flight and gate information via the app.

· Easy app access to boarding passes, certs and other travel docs.

· Self-serve online without contacting Customer Service team.

· Improved Chat, FAQs, and new self-help videos.

Digital Self-Service Hub:
· Track updates on guest claims and interactions with Customer Service.

· Quick access to book flights using wallet balance.

myRyanair Wallet: · Real time status updates on refunds with one click access.

· Updated myRyanair account allowing storage of all travel docs in one place.

· Refund requests paid to original form of payment within 5 working days.

Refund Commitment:
· Confirmation and access to refunds in myRyanair within 24 hours of request.

· Dedicated 6-person customer advisory panel, meets twice p.a.

· In-depth feedback to continually drive customer improvements.

Customer Panel:
· Recommendations for future customer-led initiatives.

Ryanair’s Director of Marketing, Dara Brady said:

“We are pleased to launch these innovative customer improvements which will enhance the travel experience of our
guests. Driven by customer panel input, these improvements allow our guests to self-serve online when changing
flight dates or passengers’ names, updating contact info or adding bags/seats. For customers who need extra
assistance they can now track their interactions with Ryanair across calls/email/chat/social and receive live status
updates online.

Ryanair delivers the best customer service with the lowest fares and best on time performance and now our new Day
of Travel Assistant (within the Ryanair app) will make travel easier and hassle free with live updates on departure
times, terminals and specific gate info for boarding. In the small number of cases where we suffer disruption,
customers will receive regular updates including live video and webcasts from our Ops Centre, ensuring they are kept
as up to date as possible with what’s happening and how their disruption will be resolved. In rare cases of
cancellations, customers who request a refund will now get confirmation and access to it within 24hrs in myRyanair
and will be refunded to the original form of payment within 5 working days.

Our first ever Customer Panel meeting in Sep was instrumental in driving these service improvements and we look
forward to receiving further panel feedback at our 2nd meeting in early 2022, to help us develop more ways to improve
our customers experience while we lower airfares post-Covid and grow to carry 225m passengers p.a.”

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