Thursday 17 August 2017

Ryanair cuts controversial airport fees in latest customer service shake-up

Airport check-in fee reduced

Michael O'Leary, Ryanair's Chief executive, speaks during a press conference in Bratislava this February. Photo: SAMUEL KUBANI/AFP/Getty Images
Michael O'Leary, Ryanair's Chief executive, speaks during a press conference in Bratislava this February. Photo: SAMUEL KUBANI/AFP/Getty Images
Pól Ó Conghaile

Pól Ó Conghaile

Ryanair has reduced its airport check-in and missed departure fees in the latest round of its customer service overhaul.

The airline today lowered its airport check-in fee - one of its most unpopular extras - from €70 to €45.

Its missed departure fee has been reduced from €110 to €100.

The reductions follow a restructuring of its sports equipment service, which sees the old €50 flat rate split into five new categories - bike (€60), large sport (€60), skis (€40), golf bag (€30) and small sports bag (€30).

The fee shake-ups are the latest initiatives in year two of Ryanair's three-year 'Always Getting Better' customer experience improvement programme.

Allocated seating, second carry-on bags, a new website and a Business Plus service are among the changes introduced since the programme launched in 2014.

In the coming weeks and months, Ryanair says its customers can look forward to "a brand new personalised website and app with a ‘hold the fare’ feature," as well as new cabin interiors, crew uniforms and in-flight menus.

Had he known how successful the customer service campaign would be, CEO Michael O'Leary (above) has said, “I would have been nicer to customers years earlier.”

The leopard hasn't totally changed its spots, of course.

Ryanair, like other airlines, will be hiking its core fees for "high season" (June 1 to September 30), when checked 15kg bag fees jump from €15 to €25, among other changes.

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