Ryanair News

News Release

18.01.12

Ryanair No 1 Customer Service Stats - December 2011

Ryanair, the world’s favourite airline, today (18^th Jan) published its December 2011 customer service statistics which confirm that Ryanair remains Europe’s No1 customer service airline and delivered substantial punctuality improvements following the widespread snow disruptions during Dec 2010.

During December 2011:

· 89% of Ryanair’s over 32,000 flights arrived on time, up 21% on December 2010.

· Less than 1 complaint per 1,000 passengers was received.

· Less than 1 bag complaint 1,000 passengers was received.

DECEMBER	2010	2011
On-time flights	68%	89%
Complaints per 1,000 pax	1.11	0.81
Bag complaints per 1,000 pax	0.71	0.46
Complaints answered within 7 days	99%	99%

· Only Ryanair guarantees the lowest fares and ‘no fuel surcharges ever’;

· Ryanair operates Europe’s youngest, greenest, cleanest fleet;

· Ryanair is Europe’s No.1 on-time airline (beating Easyjet every week since 2003);

Ryanair’s Stephen McNamara said:

“Ryanair’s unbeatable formula of the lowest fares, no fuel surcharges and No 1 customer service delivery continues to encourage passengers to switch from Europe’s high fare, fuel surcharging flag carriers such as Air France, BA and Lufthansa.

Once they have switched to Ryanair’s prices these passengers keep coming back for our unbeatable on- time flights, fewest lost bags and great customer service.”