Via Marginal Revolution, Crooked Timber on RyanAir: Shafting Your Customer As a Reputational Strategy. They’re proud to be awful!
About Gary Leff
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Via Marginal Revolution, Crooked Timber on RyanAir: Shafting Your Customer As a Reputational Strategy. They’re proud to be awful!
Comments are closed.
Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel -- a topic he has covered since 2002.
Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »
As I’ve posted on flyertalk, buying a ticket from Ryanair is really sleazy: they string you along, always adding a ridiculous fee on every page (toward the end it’s stuff like credit card fees and currency conversion fees). I doubt these practices would be legal in the United States.
And then there’s the luggage policy: the carry on rules, for example, only allow bags slightly smaller than the IATA regs, so almost all commercially made carry-ons won’t fit! And if they don’t get you on this, there’s also a 10 kg weight limit!
Eventually, these customer-unfriendly rules will catch up with them. Easyjet is MUCH more customer friendly, and they even just changed their carry-on rules to comply with the IATA standards. People will vote with their feet. As we all know, the airline business is a hard one. You can’t abuse your customers and expect to have them.