Customer Feedback
Dear Mr O`Leary,
I had intentioned to write to you before, but various pressures have prevented that from happening.
Both my Mother and I used your service from Bournemouth to Edinburgh on 5th October, returning on 8th October - flights FR6605 and FR6604 respectively. We had pre-booked way back in August and it was a little unfortunate that I saw the BBC Television programme - Watchdog on the Thursday before our flights, and so it was with some intrepidation we set out on our journey to Bournemouth Airport on 5th October.
I am pleased to say that any fears were totally unjustified - I had booked assistance for mother at both airports - outbound and inbound - and we could not have wished for beatter treatment and help from your staff on both flights.
The Monday after we returned, the Panorama programme was transmitted, and whilst I have a lot of respect for the BBC, they just ought to get their facts correct. You offer a functional and professional service, and provided I (as the customer) follow the instructions there are no problems. The media just seems to have it in for your Company, but then I suppose that would not make for 'good television'
My I please ask you to convey my thanks to the staff on both of our flights.
1th November 2009
Dear Sirs,
During the past fifty years I have travelled throughout the world on various airlines and I often feel the need after a particular flights or flights to advise the airline that their services deserve either a bouquet for good service or a brickbat for poor service. Hopefully any bouquets are passed onto the staff concerned whilst the brickbats are used by the organization to improve their services.
This year I was in Ireland for my son's wedding in Donabate Co Dublin and booked through the Ryanair web site for side trips being a return flight Dublin - Bergamo - Dublin and a one way flight from Bournemouth - Dublin. At the time I was very pleased with the price for these flights but whilst in Ireland all I heard was derogatory remarks about Ryanair:
"Hope you are not travelling with Ryan" / "Ryan will cost you the earth by the time you are finished flying with them" / "Ryan will take your last penny - and that will just be to allow you to go to the loo" / "Don't pay extra for Priority Boarding because you just get trampled along with everyone else"
Therefore, it was with much trepidation that I commenced my flights. This concern was heightened by the fact that my passport had been stolen in Galway and the Emergency Passport provided by the Australian Embassy did not match my booking information or boarding pass. I believe in stating things as I find them and this was my experience with Ryanair:
*Check -in staff were competent, helpful and friendly and the check-in went smoothly.
*Priority Booking was well organised and worth the additional fee
*In flight service was excellent and the staff on board were efficient, professional but always helpful *my baggage was immediately available and in perfect condition after the flight
*All flights departed and arrived on time.
A bouquet for Ryanair from one satisfied customer.
17th October 2009
Re: Ryanair on Panorama
Bravo Ryanair and Mr O'Leary you managed to sabotage a clearly biased piece of television journalism into a PR triumph which the company deserves.
I have a house in France in the Southern Alps and have flown with Ryanair, as have my numerous guests over a period of 5 years and the service to Grenoble from either Stansted or Liverpool; sometimes Marseille has been always on time and superb.
The so say "hidden extras" are really not hidden they are outlined clearly and frankly you would have to be pretty thick to not notice before the final payment. Maybe bells and whistles should also sound to appease those at the BBC!
It may be very surprising to some to discover that it is possible to go for two hours without eating, using a computer to check in and above all applying common sense to the fact that if it cost £60 by train to travel from York to London, that in order for an airline to keep flying it has to make money somehow.
The most important factor overlooked is what Ryanair has actually done for the airline industry in general. Its complacent competitors have had to pull their socks up and start offering reduced prices also.
In conclusion as a frequent traveller, the service has always been on or ahead of time, amazing and -very cheap. Travelling alone on crutches with a severely broken Femur after a Skiing accident the staff on board were very helpful and on other occasions correctly indifferent but as long as they know how to open those exit doors in an emergency landing, who cares! I really have no wish to pay more for a false smile "have a nice day" and a plate of free indifferent food.
Keep whacking on those charges whenever you can and above all keep flying
14 October 2009
Dear Mr O'Leary,
I feel that I must write to you in support of Ryanair after watching last night's pathetic programme, Panorama, which tried (and failed) to undermine the reputation of Ryanair.
My partner and I travel with Ryanair on a regular basis flying from Stansted to airports in Ireland to pursue our hobby of touring Ireland, enjoying the scenery, the people and their way of life. Without the no-frills airline, Ryanair, we as pensioners, would not be able to do this.
Each time we travel we observe the terms and conditions set by Ryanair. We book in online, we ensure our baggage is under the stipulated weight and we arrive 2 hours before our flight leaves. On the flight, we do use the trolley service but that is our choice. We do not throw our rubbish on the floor as many people (especially those with families) appear to do but place it in the refuse bag brought round by the cabin crew. We do not need a rack on the back of the seat in front because we place our reading material on our laps. We do not need a covered way to get to the plane. If it is raining, it might encourage people to board quicker and there are things called umbrellas!
During our many air miles with Ryanair, we have always enjoyed smooth, safe and punctual flights. The cabin crew are always helpful, courteous and friendly. What else could anyone ask for?
This is the second programme in which the BBC has deemed it necessary to try damage the reputation of Ryanair. It is a pity that the Director General does not feel it necessary to run a third programme called 'We Love Ryanair'.
We are indebted to you and Ryanair for enabling us to travel at a price we can afford. Long may it continue! If people incur added expenditure then they should look to themselves and not to you and your airline.
We look forward to travelling, once again, with Ryanair in the very near future.
14th October 2009
Dear Sir/Madam,
We booked for Relatives flights with Ryanair in the past, but never used your Airline ourselves.
On Saturday 26.09.09 from Dublin to Brussels return 05.10.09 we used your Airline the first time ourselves!
We do NOT have any reason for complaint - we had no problem with the online booking – no problem with the print out of the boarding passes - no problem with the flights - overall we want to compliment RYANAIR for the pleasant experience we made -- from the first till the last step all is very easy and understandable explained for the cheap fair you deliver a good service - we cannot understand the negative comments from others, and we're only able to put it down to their own wrong doing we're in our 60's and have some experience with other airlines - we will fly with you soon again - so all we can say: Keep up the good work!
7th October 2009
A chara,
I travelled to London Stansted on Ryanair flight FR 208, departing Dublin at I 1 .00 hrs. on Friday October 2nd. During the flight I became unwell and need attention.
The cabin crew were most helpful and supportive. They monitored me during the flight and assisted me in every possible way. They contacted the ambulance services at Stansted and on landing I was fully checked out by the paramedics before I proceeded on my journey. I subsequently visited a doctor in Chelmsford and was reassured. It appears that I was suffering from dehydration.
The care and concern shown to me by the cabin staff was second to none. Please express my thanks and appreciation to them. I also mention a Ryanair staff member who was seated in my row in the aeroplane. This lady (I think she may have been a pilot) alerted the cabin crew when she notice that I was not well. She remained on the plane and ensured that medical assistance was on hand before she departed. If you have a record of this person please pass on my thanks and appreciation. I am now back at home having returned on the 9.50hrs fight this morning. I am ok and enjoyed a pleasant flight.
Once again a big thank you to all state. I really appreciated their efforts on my behalf'.
Beir bua ages beannacht,
5th October 2009
A Chara,
I have just returned from flights to and from Bergamo Milan and I would like to say that I have seldom on any airline seen such caring and kind staff as on the flight out 7.00am on 3rd September to Orio Bergamo. I fly very frequently with Ryanair but on this occasion, from the moment we stepped aboard, an assistant called Jacqueline took our cabin luggage and placed it in the lockers, advised us that should we require anything from it during the flight to call her on the call bell and she would take the bag down for us.
Now we were 6 elderly people travelling, all frequent travellers with all airlines and independently each person commented on the care and kindness on that particular flight, especially this girl Jacqueline.
Now I would be the first to write to your complaints dept. if the service was poor (which I have never had to do) so I thought it only right to say how pleased we were with the kind and efficient service we received.
We are flying Ryanair again within 2 weeks and 1 look forward to the same service aboard your aircraft.
Thanking you.
There was no address I could e mail except for complaints!!!!!
7th September 2009
Dear Sir,
I realise this is the address for complaints but I actually wish to leave positive feedback which I would appreciate you passing on to the relevant members of staff and department.
My family and I enjoyed a most entertaining flight on the abovementioned trip and were delighted to have crew members on board who so obviously enjoyed their work as they were happy and jovial throughout the flight providing great banter for passengers. One of the crew members was called `Ricardo': unfortunately I do not recall the names of the female crew: please could you extend our good wishes and many thanks for a fun flight.
Yours faithfully,
11th August 2009
