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Customer Feedback

I would like to thank Ryanair and the appropriate people on the ground for their care and assistance to me on my flights on 16 and 13 November 2011.

Not only was I able to carry a necessary piece of medical equipment without charge, but was assisted by wheelchair with care and concern throughout. This service was invaluable to me and to my husband, and was done with cheerfulness.

I overheard someone at the airport say that airlines dislike assistance passengers.

The care we were given does not support that statement quite the contrary.

Please pass on our grateful thanks to everyone once again.

27th November 2011



I have indeed intended to write to you on many occasions and finally I have gotten around to doing so!

I just wanted to say a very big ‘thank you’ for the service you give to us, the travelling public.

Ryanair seems to come in for a lot of negative publicity but I for one would like to redress this ..(though is there such a thing as bad publicity??)

I have worked in the travel industry all my life and for years have been cabin crew with another airline, so I think I am reasonably qualified to comment on the Ryanair experience.

I use your company very frequently both for business and pleasure and I can honestly say I cannot fault it. All your staff have been efficient and courteous in doing what can at times be an extremely stressful job. I have yet to have a delay or cancellation. (I realise that these things can go wrong but it’s the same for all airlines!!)

Most flights land before schedule- a very good reason not to have a lot of hold baggage as baggage handling can delay timings considerably and extended turnarounds can lead to higher fares.

The cabin baggage allowed is quite reasonable and more importantly, safer than bulky heavy bags.

Do people not realise that in a crash situation more passengers are injured by heavy articles falling out of the overhead lockers than from the impact!! Travelling frequently with lots of different airlines, I have been able to compare onboard prices and have found Ryanair to be on a par with most of them..(l have yet to see a “money slot” on a Ryanair toilet!!)

Recently I have travelled to Malta, Biarritz, Bristol, Paris, Genoa.... to name but a few and am looking forward to heading to Tallinn on December when, I am sure, I will get the same great value efficiency and service as always.

So well done, Ryanair, as long as you keep flying, so will I!

Many thanks and best regards always;

23rd November 2011



Please allow me to compliment you on a fantastic profit forecast in your company.

Before the “ash-cloud” last year I was an occasional traveller on your airline but since then resulting from your excellent customer service and communication 1 became a convert. I happened to be stranded and you were the only salvation I had. You were fair and equitable in your fare.

Since then I have flown frequently with your airline and I have only had good experiences with them. Your service is way ahead of your Irish competition in the cabin and in particular the kindness and courtesy of your crews, not to mention your punctuality.

Please keep up the Great Work you are doing, as I would never be able to visit my apartment in Spain as often as I do if it were not for your excellent fair and reasonable priced service you provide.

Please accept this in the spirit it is written as I am not given to writing to anybody but I just couldn’t let this opportunity pass. Great Irish success story.

Thanks again

Very Satisfied Customer

8th November 2011



On 30.10.2011, I took the 8042 flight from Brussels South to go to Nimes. During this flight, l was suddenly taken from a health concerns which required the intervention of cabin crew and one passenger who is a doctor.

Hereby, I wish to express my warmest gratitude towards the cabin team of flight 8042, especially for the head hostess. I appreciated their gratitude, their attention and efficacy of their intervention.

As deputy CEO in the area of contact centre, I expect nothing less from my employees with respect to their customers and I wanted to highlight the professionalism of the head hostess for the occasion.

Thank you to send my heartfelt thanks for its efficiency and her smile. And whether I knew his professional contact, she would have already received a beautiful bunch of flowers as a thank! Please, thanks to forward this message to her.

7th November 2011



Dear Sir/Madam

I am writing to you to compliment the cabin crew of a recent flight that land my family (12 in all) took recently with your company.

Unfortunately, during the flight, my father-in-law was taken ill, in a serious way. The cabin crew responded immediately and calmly and knew where the oxygen was kept and how to use it. The call for any doctors or nurses on board (there were two of the latter) was made very quickly and the crew gave them excellent support. They also kept the family informed and were very supportive. At the destination airport an ambulance with medics was waiting and my father-in-law was quickly in hospital.

I’m pleased to say that he made a recovery and was able to enjoy most of the holiday.

The family is very appreciative of the quality of assistance received from the cabin crew.

I would add that I have made a very positive assessment on Skytrax.

Flying with Ryanair was a first for many of the family and I am sure we will be travelling with you in the future.

5th November 2011



Dear Ryanair

I have just spoken to a member of your team (Lisa) with regard to a mis- spelt name on my Booking.

The young lady handled my predicament in a wholly professional and competent manner.

I wish to thank both Lisa and Ryanair for the exemplary service delivered on each and every time I have used your airline.

Continued good fortune.

28th October 2011



I must say that at first I was very dubious about booking with Ryanair, having heard different comments from people but it was the best flight I have ever had.

No hassle, no waiting to board. 40 mins early going out, 40 mins early returning to Birmingham. Cabin crew were very pleasant and efficient.

28th October 2011



I refer to my conversation with your call centre staff earlier today concerning the above booking references. I am very grateful for your assistance in amalgamating these two bookings so that I could be in a position to book myself and my son in online.

It was a pleasure to be dealt with in such a professional and courteous manner and further to deal with a representative who immediately identified the problem and who was able to guide me towards a prompt, efficient and effective solution.

28th October 2011



[...]I thought I would just update you on the last trip with my wife — which I mention in my letter.

FANTASTIC!! — WELL DONE. All the arrangements were flawless. We got first class service, ‘fast track’ through security etc, and seats were reserved for us when we got on- board. I CANNOT FAULT THE TREATMENT WE GOT!! The special assistance staff, both at Leeds/Bradford AND Dublin — both out and back — were wonderful... even to the extent of your cabin crew insisting on helping put our bags in the overhead lockers — which I could have done myself!

BOTH outbound and return flights took off and landed on time and we had a FANTASTIC weekend in Dublin for my grandson’s first birthday.

THANK YOU!! And well done! WHY does Ryanair get such bad press from some sad people? I am going again do Dublin – on my own this time – on 3 November – and thoroughly looking forward to it. PLEASE keep on doing what you do – I am your ‘Number one’ fan!

Regards

26th October 2011



My husband and I travelled with Ryanair on 20” October 2011 from Fuerteventura to Dublin on flight no 7129 at 12.O5pm. On Behalf of my husband and I we would like to thank Ryanair and the airport staff both in Dublin and Fuerteventura for the attention I received having broken my ankle just two days before finishing my holiday.

As I was unable to walk I was supplied a wheelchair for my duration in both airports, plus the special attention I had with getting off the plane at Dublin airport. I can’t thank everyone enough who assisted me for their kindness.

22nd October 2011



Dear Sirs

I am writing to express my delight at my first experience of Ryanair.

I recently travelled from Leeds to Dublin to visit my son, and grand-children, who have re-located [...] for 3 years. Having read, and heard, some of the Ryanair ‘horror stories’ I was very concerned that – as a 65 year old ’infrequent’ flyer – I would find the process difficult. Not a bit of it!!

I found booking to be very straightforward — pricing is quite clear, and if you don’t want to pay the price quoted, don’t fly! I have now applied for, and just received, my Ryanair Cash Passport — again, very straightforward and clear to understand.

I shall be travelling to Dublin at least once per month for the next 3 years (3 more trips already booked!) and I very much look forward to becoming a “Ryanair Frequent Flyer”

I am taking my wife over at the end of October, and she has difficulty walking due to needing a replacement hip. Yesterday I phoned your ‘special assistance’ line to ask if there was any chance of me using a wheelchair for her at Dublin — where the walk to the entrance etc is very long. I said we would probably be OK at Leeds because the distances were much less.

Your young lady was EXCEPTIONAL!! A credit to your business. She would not hear of me pushing a wheelchair, along with 2 bags, at EITHER end of the journey, and insisted that you would provide an escorted wheelchair, right to the aircraft steps, and that we would be boarded last — and seats would be reserved for us.

This is exceptionally good service — from a carrier who seems to get unjustified ‘bad press’ on a regular basis. My experience of Ryanair — so far — is FIRST CLASS!

5th October 2011



The main reason for this letter is to compliment your staff on [FR 8245]. There was a minor medical emergency on the flight and I wanted to let you know that your staff member handled the whole situation calmly, and with great professionalism without alarming the passengers.

In fact all the staff on that flight are to be recommended for their total professionalism throughout the incident.

Please on our compliments to the staff on the flight, and especially the lady who dealt with the incident.

20th September 2011-10-18



Flight No FR 5994 Stansted — Madrid 7th September 2011

I would very much like you to pass on my sincere thanks to the cabin crew who were

on the above flight. My husband became ill on the flight and the flight attendants

were most helpful and very professional in ensuring that my husband was given the

best care possible.

My husband recovered from the fainting experience and we spent a good trip in Madrid where my daughter lives.

Many thanks to all involved.

Ryanair do not always get the best publicity, but in this instance they were superb.

15th September 2011



Dear Ryanair

I flew from Dinard to Stansted on Flight 515 on Tuesday, 30th August

I was flying with my grandson (6) and this was his first flight. The crew were very welcoming and helpful and we had a great flight.

I would like to thank you for the hospitality of your airline,

Sincerely

4th September 2011



Dear RyanAir

Please can you pass on our thanks to the crew on our outbound flight. We were sat at the rear of the aircraft and the two female aircrew were great. they really helped us. We boarded last as special assistance and they helped look after our younger daughter whilst my husband and I got things sorted for our son who is disabled. With their help and assistance we had a really smooth flight and a a great start to our holiday. As ex cabin crew myself I know the demands on crew but they went that extra mile for us and should be thanked.

Many thanks.

2nd September 2011



Dear Sir/Madam

My daughter and I recently travelled with Ryanair when going on holiday to Fuerteventura and I thought I would take the time to contact you regarding our experience on board your plane.

Outbound Flight (FR 8421):

A particular family seemed to hold up the boarding of the flight and when they eventually got to the plane they seemed disorganised, they were very loud, they had quite a few mouthy kids with them and in general seemed to cause quite a bit of disruption just getting onto the plane.

Your staff dealt with them efficiently and professionally and not at one time did the smile slip when dealing with some of the unruly children.

I was very impressed with how the stewards handled the situation and this family’s constant requests throughout the flight.

Return Flight (FR 8422)

I was pleased to see we had the same head steward on board our return flight and again he and his staff dealt extremely well with yet another bolshy family on board.

However my complete and utter admiration and thanks to the captain of our return flight, who was very informative of our location throughout the flight, he was very cheerful, he gave details of some other news from back home, we could understand exactly what he was saying and he got us back half an hour early. Never before have I felt like a pilot had so much interest in his passengers and so would like to pass on our huge thanks.

So thank you Ryanair for not only starting our holiday off well but finishing it on a high. Praise where it’s due.

I hope you keep up the good work as following these flights I will definitely fly with you again and recommend you to others.

17th August 2011



Dear Sir

We have been going back and forth regularly to Spain over the past 7-8 years as we bought property there.

However, with all of our flight bookings, we and our family always avoided booking with Ryanair. Why? I think it is all the negative comments that one hears and reads that decided us to book Easyjet, BA, Aer Lingus or Monarch. Even going to Dublin recently, we chose Aer Lingus.

In May this year I looked at your website and decided - just the once - to book Ryanair because the flight departure and arrival times were more convenient for us. I have to tell you we booked with some trepidation.

We had good flights in May. We arrived on time, departed more or less on time and all your staff were so courteous. In July we once again booked with Ryanair just to see if our good flights had been a fluke. Once again - good punctual flights and staff who really seemed as if they cared.

Thank you Mr. O’Leary and Ryanair. You really do not deserve all the flak you take from the newspapers and we look forward to more successful, speedy and friendly flights.

8th August 2011



Dear Sirs,

Yesterday I flew back from Brindisi to Venice with flight no.FR8828 leaving at 14.20.

I am always flying a lot, mainly on international overseas flights; sometimes in the short range I use also Ryanair.

Yesterday I had the opportunity of knowing, in my opinion, probably the best attendant of your airline and not only.

I was very pleased to see this gentleman offering your services and all the gadgets with a kind of enthusiasm, professionalism, sympathy that is something absolutely unusual if compared with a worldwide flatness and lack of all the above things.

I started to fly in 1968 and I can tell you that I flew a lot. Normally I never fly in Economy, but mainly in First or Business class and I am compelled to use Lufthansa because, living in Bassano del Grappa is very convenient for me.

It was a real pleasure for me to notice that in our days there are still some persons full of enthusiasm for their work and that in addition to their good willing, they put also a bit of heart in their job.

My personal compliments to him and to Ryanair.

5th August 2011



Dear Mr O’Leary

Due to the unexpected death of my mother in the early hours of 10th July 2011 it was necessary for us to cut short our family holiday and return home immediately to mourn our great loss and make the funeral arrangements.

We went to Barcelona airport to seek advice on how we could return on an earlier flight. I was instructed to contact Ryanair head office. They advised me to purchase new flights, which Ryanair would refund on receipt of a copy of my mum’s death certificate.

I have just received confirmation from Customer Services that a full refund has been processed.

I am writing to you personally to express my sincerest thanks to Ryanair who managed this heartbreaking situation in an extremely sensitive and professional manner. The words of condolence and genuine compassion that was shown to us, by staff at Barcelona airport, head office and Customer Services, was very much appreciated.

This was our children’s first time flying. The death of their grandmother was understandably very upsetting; therefore being able to get home as quickly as we did was so helpful. The children still managed to have a positive experience of flying.

We would highly recommend flying with Ryanair and will most definitely do so ourselves in the future.

5th August 2011



For the attention of Mr Michael O’Lear

Dear Sir

I thought I’d drop you a line to compliment you on your airline, as I get a bit fed up reading ill-considered criticisms of Ryanair in newspaper and magazine letters pages and what-not, and you must too, come to think of it.

I’ve used your airline often to holiday to places like Berlin, Riga, Krakow and Gdansk, places I probably would not even have visited, let alone the numerous times that I have, without your prices making it possible. Your flights always leave on time and in my experience always arrive early. Your stewardesses in particular are excellent — always smartly turned out, attractive, cheerful and helpful, and with none of the faux airs and graces one encounters with other carriers. Your leg room is better than that of that other airline (I’m 6 foot tall) and your planes are clean and smart and flown by competent crews. And your check-in staff are always efficient and helpful.

As regards your pricing structure, I can only assume that a lot of the moaners can’t read. When I book online I click all the bits and get to the final page, and if I didn’t want to pay the amount requested, I wouldn’t book. So why the heck does anyone complain about paying for luggage or whatever? The prices are clearly stated.

Keep up the good work Sir! As I said, because of your airline I’ve been to places I wouldn’t have been able to afford to go to with other carriers, and I’m a lot better for it (and so’s my wife!).

All The Best.

23rd July 2011



Dear Sir/Madam,

I would like to take the opportunity to thank you for the excellent service Ryan Air supplied on my recent flight to Faro.

Everything was brilliantly handled both on the ground and in the air. All the staff were very efficient and friendly.

I sometimes hear people talking in scathing terms about Ryan Air and this has prompted me to write this letter of congratulations to you.

Thank you once more and I look forward to flying with you again soon. Yours sincerely,

21st July 2011



Dear Ryanair

I recently flew on Flight Number FR9852 from Cork to London Gatwick on May 31st 2011.

I would like to compliment one of your crew members for her helpfulness to me when 1 lost my wedding ring while taking off my jacket during the boarding process. As the flight was very busy I didn’t want to bother the staff at this time and instead I waited until we had landed and everyone had disembarked before looking for the ring but I didn’t find it.

A crew member asked if I was ok, when I told her about the ring she took my mobile number and said she would alert the stall as soon as I arrived in the terminal building she phoned my mobile to tell me that she had found the ring and that she would arrange to leave it at the Servisair desk in Cork Airport where my Mother could collecti it on her return to Cork a few days later.

It also turns out that this crew member had been very kind to my Mother on the flight, helping her with her bag and generally being very thoughtful to her. I am a regular on the Cork/London leg and have noticed crew member before as she stands out with her positive attitude and friendly professionalism.

Please pass on my comments to her line manager, she is a credit to your airline.

Many thanks

13th July 2011



Dear RyanAir

Please can you pass on our thanks to the crew on our outbound flight. We were sat at the rear of the aircraft and the two female aircrew were great. they really helped us. We boarded last as special assistance and they helped look after our younger daughter whilst my husband and I got things sorted for our son who is disabled. With their help and assistance we had a really smooth flight and a a great start to our holiday. As ex cabin crew myself I know the demands on crew but they went that extra mile for us and should be thanked.

Many thanks.

2nd September 2011



Dear Sir/Madam

My daughter and I recently travelled with Ryanair when going on holiday to Fuerteventura and I thought I would take the time to contact you regarding our experience on board your plane.

Outbound Flight (FR 8421):

A particular family seemed to hold up the boarding of the flight and when they eventually got to the plane they seemed disorganised, they were very loud, they had quite a few mouthy kids with them and in general seemed to cause quite a bit of disruption just getting onto the plane.

Your staff dealt with them efficiently and professionally and not at one time did the smile slip when dealing with some of the unruly children.

I was very impressed with how the stewards handled the situation and this family’s constant requests throughout the flight.

Return Flight (FR 8422)

I was pleased to see we had the same head steward on board our return flight and again he and his staff dealt extremely well with yet another bolshy family on board.

However my complete and utter admiration and thanks to the captain of our return flight, who was very informative of our location throughout the flight, he was very cheerful, he gave details of some other news from back home, we could understand exactly what he was saying and he got us back half an hour early. Never before have I felt like a pilot had so much interest in his passengers and so would like to pass on our huge thanks.

So thank you Ryanair for not only starting our holiday off well but finishing it on a high. Praise where it’s due.

I hope you keep up the good work as following these flights I will definitely fly with you again and recommend you to others.

17th August 2011



Dear Sir

We have been going back and forth regularly to Spain over the past 7-8 years as we bought property there.

However, with all of our flight bookings, we and our family always avoided booking with Ryanair. Why? I think it is all the negative comments that one hears and reads that decided us to book Easyjet, BA, Aer Lingus or Monarch. Even going to Dublin recently, we chose Aer Lingus.

In May this year I looked at your website and decided - just the once - to book Ryanair because the flight departure and arrival times were more convenient for us. I have to tell you we booked with some trepidation.

We had good flights in May. We arrived on time, departed more or less on time and all your staff were so courteous. In July we once again booked with Ryanair just to see if our good flights had been a fluke. Once again - good punctual flights and staff who really seemed as if they cared.

Thank you Mr. O’Leary and Ryanair. You really do not deserve all the flak you take from the newspapers and we look forward to more successful, speedy and friendly flights.

8th August 2011



Dear Sirs,

Yesterday I flew back from Brindisi to Venice with flight no.FR8828 leaving at 14.20.

I am always flying a lot, mainly on international overseas flights; sometimes in the short range I use also Ryanair.

Yesterday I had the opportunity of knowing, in my opinion, probably the best attendant of your airline and not only.

I was very pleased to see this gentleman offering your services and all the gadgets with a kind of enthusiasm, professionalism, sympathy that is something absolutely unusual if compared with a worldwide flatness and lack of all the above things.

I started to fly in 1968 and I can tell you that I flew a lot. Normally I never fly in Economy, but mainly in First or Business class and I am compelled to use Lufthansa because, living in Bassano del Grappa is very convenient for me.

It was a real pleasure for me to notice that in our days there are still some persons full of enthusiasm for their work and that in addition to their good willing, they put also a bit of heart in their job.

My personal compliments to him and to Ryanair.

5th August 2011



Dear Mr O’Leary

Due to the unexpected death of my mother in the early hours of 10th July 2011 it was necessary for us to cut short our family holiday and return home immediately to mourn our great loss and make the funeral arrangements.

We went to Barcelona airport to seek advice on how we could return on an earlier flight. I was instructed to contact Ryanair head office. They advised me to purchase new flights, which Ryanair would refund on receipt of a copy of my mum’s death certificate.

I have just received confirmation from Customer Services that a full refund has been processed.

I am writing to you personally to express my sincerest thanks to Ryanair who managed this heartbreaking situation in an extremely sensitive and professional manner. The words of condolence and genuine compassion that was shown to us, by staff at Barcelona airport, head office and Customer Services, was very much appreciated.

This was our children’s first time flying. The death of their grandmother was understandably very upsetting; therefore being able to get home as quickly as we did was so helpful. The children still managed to have a positive experience of flying.

We would highly recommend flying with Ryanair and will most definitely do so ourselves in the future.

5th August 2011



For the attention of Mr Michael O’Leary

Dear Sir

I thought I’d drop you a line to compliment you on your airline, as I get a bit fed up reading ill-considered criticisms of Ryanair in newspaper and magazine letters pages and what-not, and you must too, come to think of it.

I’ve used your airline often to holiday to places like Berlin, Riga, Krakow and Gdansk, places I probably would not even have visited, let alone the numerous times that I have, without your prices making it possible. Your flights always leave on time and in my experience always arrive early. Your stewardesses in particular are excellent — always smartly turned out, attractive, cheerful and helpful, and with none of the faux airs and graces one encounters with other carriers. Your leg room is better than that of that other airline (I’m 6 foot tall) and your planes are clean and smart and flown by competent crews. And your check-in staff are always efficient and helpful.

As regards your pricing structure, I can only assume that a lot of the moaners can’t read. When I book online I click all the bits and get to the final page, and if I didn’t want to pay the amount requested, I wouldn’t book. So why the heck does anyone complain about paying for luggage or whatever? The prices are clearly stated.

Keep up the good work Sir! As I said, because of your airline I’ve been to places I wouldn’t have been able to afford to go to with other carriers, and I’m a lot better for it (and so’s my wife!).

All The Best.

23rd July 2011



Dear Sir/Madam,

I would like to take the opportunity to thank you for the excellent service Ryan Air supplied on my recent flight to Faro.

Everything was brilliantly handled both on the ground and in the air. All the staff were very efficient and friendly.

I sometimes hear people talking in scathing terms about Ryan Air and this has prompted me to write this letter of congratulations to you.

Thank you once more and I look forward to flying with you again soon.

Yours sincerely,

21st July 2011



Dear Ryanair

I recently flew on Flight Number FR9852 from Cork to London Gatwick on May 31st 2011.

I would like to compliment one of your crew members for her helpfulness to me when 1 lost my wedding ring while taking off my jacket during the boarding process. As the flight was very busy I didn’t want to bother the staff at this time and instead I waited until we had landed and everyone had disembarked before looking for the ring but I didn’t find it.

A crew member asked if I was ok, when I told her about the ring she took my mobile number and said she would alert the stall as soon as I arrived in the terminal building she phoned my mobile to tell me that she had found the ring and that she would arrange to leave it at the Servisair desk in Cork Airport where my Mother could collecti it on her return to Cork a few days later.

It also turns out that this crew member had been very kind to my Mother on the flight, helping her with her bag and generally being very thoughtful to her. I am a regular on the Cork/London leg and have noticed crew member before as she stands out with her positive attitude and friendly professionalism.

Please pass on my comments to her line manager, she is a credit to your airline.

Many thanks

13th July 2011



Dear Ryanair,

I am writing to express my thanks and admiration for the way that a recent problem concerning my booking to Lanzarote in December was dealt with. I received an email informing the flight had been moved back a day. When I contacted the customer services department the person who dealt with the matter was excellent. She immediately offered an alternative flight that solved the problem and an email arrived within minutes to confirm the change. The whole thing was dealt with in a friendly, efficient and productive manner.

Ryanair does receive a lot of criticism about the way it treats its customers. I must say that, as someone who is a frequent traveller- this will be our 5th Ryanair flight of the year - we always get what we pay for - an affordable flight that means we can go to more places on our limited budget. In all the years we have used Ryanair, we have had three problems - the ash cloud, a flight cancelled because of Spanish air traffic controllers strike and this latest one. In every case we have had a prompt and satisfactory response.

Many thanks.

8th July 2011



Dear Sir / Madam,

I would like to pass on my warmest thanks and compliments to the Portuguese stewardess who was on my flight yesterday, Tuesday 28 June 2011. All I know is that her name was Liliana and our flight was FR1395 from Oslo Rygge to London Stansted. If it will help you identify her, another member of the cabin crew she was working with was a guy called Tibor.

I have no complaints whatsoever about the standards of service on board, but it did seem from where I was sitting to be “one of those days” for many on board.

It was a crowded and rather bumpy, short-hop evening flight (22:00), and under the circumstances, I feel Liliana coped extremely well indeed. She maintained her professionalism throughout what seemed to be rather stressful conditions - I know I would not have wanted to have been in her position at all. Among other things, there did seem to be a little issue on board regarding change for payments, and I helped her out by changing my smaller banknotes and coin change for her larger banknotes on 3 occasions. With that she called me Mr ATM - which was a nice personal touch. Helping her out like this was a simple gesture, but I hope that she thinks I made things just that little bit easier for her.

When the plane landed, I think everyone on board was just glad to disembark. Liliana ensured that everyone was waved goodbye on the tarmac with a smile and courteous thanks. I wanted to pass on my thanks to her at that point; but rather than delay and/or irritate fellow passengers any further, I just smiled and moved on.

I’ve lost count of the number of flights I’ve taken, with numerous companies all over the world. A few have been bumpy, but only once before have I felt I was on such a stressful flight. That time (not Ryanair) I got off feeling extremely annoyed. Yesterday however, I disembarked feeling very impressed indeed. While the cabin crew obviously number more than one individual, for me Liliana was the public face of Ryanair, and I think she did a brilliant job. So as a company, please accept my sincere thanks and please ensure that you pass on my sincere thanks to Liliana personally.

29th June 2011



A chara,

This day last week, Saturday 18th June, I travelled back on your flight from Zadar. Unfortunately I had an accident two days previously, and had to travel home in plaster and on crutches. And I am writing to you to express my appreciation of the excellent service that I received from your ground staff in Zadar, from the crew on the way back, and from the staff at Dublin airport who helped me disembark - by wheelchair.

I was very grateful for this service, and just wanted to write and express my appreciation. I did try to find a way of so doing on your website, but there doesn’t seem to be a facility for giving you complements — perhaps that is something you should look into. Anyway, I felt strongly enough, and grateful enough, for the excellent service I received that I decided to write to you. We hear so many complaints about Ryanair that I wanted to acknowledge my very positive experience.

Thank you, and to all concerned.

28th June 2011



Dear Sirs

Just had to write to let you know how very good our flights to Palma in Mallorca from Bournemouth, and back again, were.

Organisation — superb!

Timekeeping — excellent!

Staff — very pleasant and efficient.

Ticket Price — very economical.

Baggage — off the flight before we could blink. We were in our hotel within an hour of arriving at Palma and on our return today were home within 40 min of getting off the plane.

What more could a traveller ask for. Thank you so very much — we had such a great holiday.

For your information the flight back today was FR5943 and out to Majorca on the 15 June it was FR 5942.

27th June 2011

Dear Mr O’Leary

Due to the unexpected death of my mother in the early hours of 10th July 2011 it was necessary for us to cut short our family holiday and return home immediately to mourn our great loss and make the funeral arrangements.

We went to Barcelona airport to seek advice on how we could return on an earlier flight. I was instructed to contact Ryanair head office. They advised me to purchase new flights, which Ryanair would refund on receipt of a copy of my mum’s death certificate.

I have just received confirmation from Customer Services that a full refund has been processed.

I am writing to you personally to express my sincerest thanks to Ryanair who managed this heartbreaking situation in an extremely sensitive and professional manner. The words of condolence and genuine compassion that was shown to us, by staff at Barcelona airport, head office and Customer Services, was very much appreciated.

This was our children’s first time flying. The death of their grandmother was understandably very upsetting; therefore being able to get home as quickly as we did was so helpful. The children still managed to have a positive experience of flying.

We would highly recommend flying with Ryanair and will most definitely do so ourselves in the future.

5th August 2011



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