21st Sep 2017
Ryanair is facing huge numbers of poor reviews from customers after the budget airline announced it would be cancelling up to 50 flights a day until the end of October.
The 2,100 cancellations came after the airline “messed up” crew holidays, meaning many pilots had to use up owed annual leave before the end of the year.
The airline has removed public customer comments on its Facebook page but is unable to remove reviews left by customers. The airline’s rating currently sits at 1.4 stars out of five, and it has received over 34,000 1-star reviews.
The airline has now released a full list of the affected flights and says customers will be emailed with offers of alternative flights, full refunds and compensation entitlement details.
CEO Michael O’Leary said: “While over 98% of our customers will not be affected by these cancellations over the next six weeks, we apologise unreservedly to those customers whose travel will be disrupted, and assure them that we have done our utmost to try to ensure that we can re-accommodate most of them on alternative flights on the same or next day.
“This is a mess of our own making. I apologise sincerely to all our customers for any worry or concern this has caused them over the past weekend. We have only taken this decision to cancel this small proportion of our 2,500 daily flights so that we can provide extra standby cover and protect the punctuality of the 98% of flights that will be unaffected by these cancellations.”
But in a press conference on Monday he hinted that he was not worried about passengers who said they would not use the airline in future.
“Our booking engine is full of passengers who have sworn they will never fly with us again,” he said.
The latest Customer Satisfaction Index from The Institute of Customer Service found the airline had a score of 73 out of 100
And while this was below the all-sector average of 78.2, Ryanair’s score had risen by 0.5 points from the year before.