10 Points Plan for Ryanair Dealing With Upset Customers

SESSION IV: RYAN AIR PLAN

1. Immediately apology to her for the misunderstanding and inconvenience caused by our staff
2. Investigate more about the incident and find out what went wrong to see if it was true or a deliberated attack.
3. Apologize and offer one flight ticket free next time she wants to travel with Ryanair.
4. Poste in Ryanair Official Website a general apology and inform about the new policy, which could be directly removing the incoherent 60€ fine from a certain date on.
5. Continue to monitor the situation on Facebook to see if things get worse or start receiving positive responses.
6. Ryanair should have a look at what other competitors airplane companies do regarding to their own issues with upset customers, to get inspiration.
7. Ask some staff or the fan club to post positive messages trying to change from negative to positive atmosphere by giving praises to the Airline company.
8. Make a positive campaign. This would be a way to promote Ryanair qualities including guest services attention.
9. To avoid similar negative issues in the future, Ryan Air should check its online reputation on social media.
10.  Reward their customers loyalty: show they count for them, and are more than just a voucher number.