Ryanair has launched a suite of digital customer improvements to further improve customer service and provide easy access to all flight information. These initiatives are a direct result of feedback from Ryanair’s first Customer Panel meeting in Sep. By working with customers, Ryanair states that it can continually improve customer service as it grows to 225m guests p.a. by 2026.
New Customer Improvements include: a day of travel app, which features live updates of departure times, airport information and access to boarding passes etc.; a digital self-service hub, which provides chat function with customer service agents and tracks updates to claims and interactions with the airline customer service function; myRyanair Wallet, providing access to booking flights, refunds and travel document storage.
Ryanair has also committed to pay all refund requests within five working days, and confirmation and access to refunds in myRyanair within 24 hours of request. The airline has also set up a dedicated 6-person customer advisory panel, that meets twice a year, providing in-depth feedback to continually drive customer improvements and recommendations for future customer-led initiatives.
“We are pleased to launch these innovative customer improvements which will enhance the travel experience of our guests,” said Ryanair’s Director of Marketing, Dara Brady. “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/WhatsApp and receive live status updates online.”
“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.”