Ryanair reveals ‘Rate My Flight’ results

Ryanair, the Europeans’ favorite airline, introduced this spring a series of initiatives to improve the customer experience for 2016, the 3rd year of the program "Always Getting Better" (AGB). This year was the right time for the company to optimize all aspects of flight experience: service issues and the digital experience.

Ryanair’s Chief Marketing Officer, Kenny Jacobs said that: “The continued drive to improve our customer experience has been reflected in the record passenger numbers and load factors we have had over the past 2 years, and we are pleased to launch Year 3 of our “Always Getting Better” project. While Year 1 and 2 were about fixing the areas customers didn’t like and improving the existing offering, Year 3 will be about digital acceleration and innovation, particularly through our Ryanair Labs digital developments. The one thing that won’t change will be our low fares, and we’ll continue to offer the biggest and best choice of destinations, with the most on-time flights and a fantastic onboard experience, as we grow our fleet, traffic and routes.”

One new initiative that had run throughout the spring was Rate my Flight, a mobile app for evaluating the flight experience, the crew and the flight with real-time response from the customer, from Very Good to OK to Poor.89% of respondents rated their overall trip ‘Very Good/OK’, recording similar ratings for boarding (86%), crew friendliness (97%), service onboard (96%) and range of food & drink (90%).

Ryanair’s Robin Kiely declared that: “Rate My Flight is the latest digital initiative launched under year 3 of our “Always Getting Better” customer experience improvement project, which allows customers to provide real-time reviews on their flights via the Ryanair app. We welcome all customer feedback so that we can continue to improve all aspects of the Ryanair customer experience. Customers who want to rate their flight should download the Ryanair app, allow for push notifications, and will be sent the survey through the app upon landing.”