Dear Ryanair: A real apology would be a start

 

Share
Related Topics

Dear Mr O'Leary

I know you don't like sob stories, so I will get straight to the point. I've read about your recent attempts to overhaul Ryanair's image – and boost finances – and I am surprised. It took you a bit longer to catch on than I would have guessed, but hey, it's great that you've finally realised that it's not a good idea to be "unnecessarily p**sing people off."

You see, I'm writing as one of the 0.1 per cent of customers who you recently claimed had failed to print their boarding passes. Not a small number to fall foul of your terms and conditions, If you do fly 81 million passengers a year, this makes me one of about 81,000 people each year who are charged an extra €70 to use your printer. As a group, we are more than twice as large as the population of Monaco. We must have given you more than €5.6m on top of our air fares in the past year alone. We don't mind, though: you gave us printed pieces of paper in return.

In my case, I shelled out €140 extra to board a flight I had already paid for (€70 for me and €70 for my partner, a trainee tutor for children with autism, who had saved £253 to fly during half term to Seville and back from Jerez). It was not that we'd forgotten our passes; we had simply failed to find a printer in the mountains of Andalucia.

A couple of days after you started feeding the British press tales of "service improvements", I was being forced to type my pin number into your credit card machine by a threatening member of staff who told me I had one choice: "pay or don't fly". But coughing up wasn't enough. When I tried to pass security, the same man caught up with me, accusing me and my partner of having called his colleague "stupid". (My partner speaks no Spanish and I would never say this to anyone.) Just as quickly as he arrived, the man U-turned and let us pass. By now, for the record, I was crying.

On board, an old woman travelling by herself asked if she could take a seat in the fifth row; her feet were sore. Of course, she couldn't; it was "reserved". After walking anxiously up and down the aisle twice, she was finally told to return to the same seat. I'm not sure why I'm telling you this, I know you understand how Ryanair works. After all, it has you written all over it. When a member of your staff walked up and down selling a calendar plastered with pictures of your half-naked female hostesses, parents joked about covering their children's eyes. I was offended, but what else could I expect from a man who believes "women have the babies" while fathers "provide"?

I know you'll think I'm just another angry customer, but aren't I the sort of person you want on your side? I can't afford British Airways and comfort isn't a concern. You seem to be betting on the odds that people like me will grumble and then return, tails between our legs, for another €80 charmless flight. But, be warned, we won't be treated like dirt indefinitely.

Show us you mean change by apologising to your aggrieved customers and retraining your staff. You might be the cheapest airline around, but the cost of flying with you is still too high.

Yours,

Sarah Morrison

React Now

Latest stories from i100
Have you tried new the Independent Digital Edition apps?
iJobs Job Widget
iJobs General

Cover Supervisor

£75 - £90 per day + negotiable: Randstad Education Group: Are you a cover supe...

Marketing Manager - Leicestershire - £35,000

£30000 - £35000 per annum: Ashdown Group: Marketing Manager (CIM, B2B, MS Offi...

Marketing Executive (B2B and B2C) - Rugby, Warwickshire

£22000 - £25000 per annum: Ashdown Group: A highly successful organisation wit...

SEN Coordinator + Teacher (SENCO)

£1 per day: Randstad Education Leeds: Job Purpose To work closely with the he...

Day In a Page

Read Next
Piper Ryan Randall leads a pro-Scottish independence rally in the suburbs of Edinburgh  

i Editor's Letter: Britain survives, but change is afoot

Oliver Duff Oliver Duff
Some believe that David Cameron is to blame for allowing Alex Salmond a referendum  

Scottish referendum: So how about the English now being given a chance to split from England?

Mark Steel
Scottish referendum: The Yes vote was the love that dared speak its name, but it was not to be

Despite the result, this is the end of the status quo

Boyd Tonkin on the fall-out from the Scottish referendum
Manolo Blahnik: The high priest of heels talks flats, Englishness, and why he loves Mary Beard

Manolo Blahnik: Flats, Englishness, and Mary Beard

The shoe designer who has been dubbed 'the patron saint of the stiletto'
The Beatles biographer reveals exclusive original manuscripts of some of the best pop songs ever written

Scrambled eggs and LSD

Behind The Beatles' lyrics - thanks to Hunter Davis's original manuscript copies
'Normcore' fashion: Blending in is the new standing out in latest catwalk non-trend

'Normcore': Blending in is the new standing out

Just when fashion was in grave danger of running out of trends, it only went and invented the non-trend. Rebecca Gonsalves investigates
Dance’s new leading ladies fight back: How female vocalists are now writing their own hits

New leading ladies of dance fight back

How female vocalists are now writing their own hits
Mystery of the Ground Zero wedding photo

A shot in the dark

Mystery of the wedding photo from Ground Zero
His life, the universe and everything

His life, the universe and everything

New biography sheds light on comic genius of Douglas Adams
Save us from small screen superheroes

Save us from small screen superheroes

Shows like Agents of S.H.I.E.L.D are little more than marketing tools
Reach for the skies

Reach for the skies

From pools to football pitches, rooftop living is looking up
These are the 12 best hotel spas in the UK

12 best hotel spas in the UK

Some hotels go all out on facilities; others stand out for the sheer quality of treatments
These Iranian-controlled Shia militias used to specialise in killing American soldiers. Now they are fighting Isis, backed up by US airstrikes

Widespread fear of Isis is producing strange bedfellows

Iranian-controlled Shia militias that used to kill American soldiers are now fighting Isis, helped by US airstrikes
Topshop goes part Athena poster, part last spring Prada

Topshop goes part Athena poster, part last spring Prada

Shoppers don't come to Topshop for the unique
How to make a Lego masterpiece

How to make a Lego masterpiece

Toy breaks out of the nursery and heads for the gallery
Meet the ‘Endies’ – city dwellers who are too poor to have fun

Meet the ‘Endies’ – city dwellers who are too poor to have fun

Urbanites are cursed with an acronym pointing to Employed but No Disposable Income or Savings
Paisley’s decision to make peace with IRA enemies might remind the Arabs of Sadat

Ian Paisley’s decision to make peace with his IRA enemies

His Save Ulster from Sodomy campaign would surely have been supported by many a Sunni imam