Ryanair Sees Record Passenger Numbers Amid Efforts to Improve Customer Service

Strategic Insights -

Ryanair's initiatives to revamp its customer service appear to be yielding results, with the budget airline reporting a record 5 million passengers in December. This marks a 4% increase from the same month in 2012 and brings the annual passenger count to 81 million, a 2% rise from the previous year. The airline's efforts to address its reputation for poor service, including a 24-hour grace period for minor booking errors and reduced excess baggage fees, seem to be paying off.

Key Takeaways:

  • Ryanair reported a record 5 million passengers in December, a 4% increase from the same month in 2012.
  • The airline's annual passenger count rose to 81 million, a 2% increase from 2012.
  • Ryanair's load factor remained steady at 81%.
  • The airline has introduced a 24-hour grace period for minor booking errors and reduced excess baggage fees to €10 (approximately £8.37) per kilo.
  • Ryanair is also introducing allocated seating on all flights from 2 February and "quiet flights" between 9pm and 8am.
  • The airline's head of communications, Robin Kiely, attributes the December record to "the success of our lower fares, easier-to-use website and customer service improvements".
  • Ryanair's efforts to improve customer service appear to be working, with passenger numbers rising in the face of increased competition.

Statistics:

  • 5 million passengers flew with Ryanair in December, a 4% increase from the same month in 2012.
  • Annual passenger numbers rose to 81 million, a 2% increase from 2012.
  • The load factor remained steady at 81%.
  • The airline has introduced a 24-hour grace period for minor booking errors and reduced excess baggage fees to €10 ($11.44) per kilo.
  • All flights will have allocated seating from 1 February.

Sources:

  • Ryanair (Company statement, December 2013)
  • The Guardian (Article by Rupert Neate, December 2013)
  • "The Aviation Source" (Not explicitly mentioned in the article, but mentioned in the original text)
  • Robin Kiely, Head of Communications, Ryanair (Quoted in the article)