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| Photo Boeing |
Ryanair, the European budget carrier released its May customer service statistics last week, which show that 92% of May flights arrived on-time (up from 76% May 2018) excluding ATC delays. ATC staff shortages delayed over 5,460 Ryanair flights (7%) in May.
The low-fare-high-fee airline also released its May ‘Rate My Flight’ customer experience scores, which it claims shows 88% of over 120,000 respondents rated their flight ‘Excellent/Very Good /Good’, recording high ratings for crew friendliness (93%), onboard service (90%), range of food & drink (83%), and boarding (82%).
| May – Rate My Flight | Excellent/Very Good /Good |
| Overall Experience | 88% |
| Crew Friendliness | 93% |
| Onboard Service | 90% |
| Boarding | 82% |
| Food & Drink Range | 83% |
Ryanair’s Kenny Jacobs said: “Ryanair carried more than 14.1m customers in May with over 92% of our 78,000 flights arriving on-time, a considerable improvement on May 2018 when due to ATC strikes, just 76% of flights arrived on time. We continue to deliver industry leading punctuality, despite continued ATC staff shortages delays in Austria, Belgium, France, Germany, Spain and the UK, as well as ATC strikes in France and Belgium. Consumers across Europe have suffered an increase in ATC delays, and this will continue to worsen if action is not taken by ATC providers to fix the ongoing staff shortages.
We’re very pleased that 88% of customers surveyed (over 120,000) rated their Ryanair flight in May as ‘Excellent/Very Good /Good’ using Ryanair’s Rate My Flight feature, which allows all customers to provide real-time reviews of their flights via the Ryanair app and email. We welcome this feedback, which encourages us to try harder to continuously improve our customer service.”
| 2018 | 2019 (LF) | Growth | |
| Ryanair Holdings | 12.5m | 14.1m (96%) | +13% |
| Ryanair | 12.5m | 13.5m (96%) | +8% |
| Lauda | – | 0.6m (94%) | – |
| Rolling Annual | 132.1m | 144.9m (96%) | +10% |
- Ryanair operated close to 78,000 scheduled flights in May.
As there is no independent verification of Ryanair's ‘Rate My Flight’ data there is no guarantee that the data and scores released by the company are a true indication of passengers thoughts about the carrier. Almost every other passenger research survey indicate a much more negative customer experience. The airline also has a history of releasing misleading information, so the true state of results from rate my flight may be considerably different.
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