Reaction to news that Ryanair has cancelled 18,000 more flights

27th Sep 2017

Reacting to news that Ryanair is cancelling another 18,000 flights and offering compensation to customers, Jo Causon, CEO of The Institute of Customer Service, commented:

“Ryanair’s latest announcement will be hugely disappointing to so many customers who believed their travel plans were in safe hands. Once this initial disappointment is over, however, the customer will be eagerly waiting to see how the organisation responds. Whilst Ryanair is under no obligation to offer anything other than a full refund, further compensation, if genuinely delivered, is a wise move in acknowledging that a mistake has been made.

“It is undeniable that, whatever its nature, any organisation can make a mistake – the significance is in how they respond. In terms of the customer, it is crucial to focus on rebuilding trust, loyalty and recommendation. Ryanair has demonstrated openness, given notice and, above all, been apologetic. These are key lessons which any organisation can learn from.

“Over the past five years, Ryanair has consistently increased its ranking in our UK Customer Satisfaction Index, but it still sits below the all-sector average. In a highly competitive sector, with ample other choices, it will remain to be seen whether recent issues put a halt to this upward trend.”


Notes to editors
For further information please contact:
Rebecca Peck and Bethan Davies
E: [email protected]
T: 020 7010 0877 (Rebecca) or 0207 010 851 (Bethan) 

About The Institute of Customer Service
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance. The Institute is a membership body with a community of over 500 organisational members - from the private, public and third sectors – and over 3,000 individual memberships. For more information about The Institute of Customer Service go to

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