SESSION IV: RYAN AIR PLAN
- Immediately apology to her for the misunderstanding and inconvenience caused by our staff
- Investigate more about the incident and find out what went wrong to see if it was true or a deliberated attack.
- Apologize and offer one flight ticket free next time she wants to travel with Ryanair.
- 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.
- Continue to monitor the situation on Facebook to see if things get worse or start receiving positive responses.
- Ryanair should have a look at what other competitors airplane companies do regarding to their own issues with upset customers, to get inspiration.
- 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.
- Make a positive campaign. This would be a way to promote Ryanair qualities including guest services attention.
- To avoid similar negative issues in the future, Ryan Air should check its online reputation on social media.
- Reward their customers loyalty: show they count for them, and are more than just a voucher number.
