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News : Ryanair Named Second-worst Brand for Customer Service
Oct 31, 2014 -- Ryanair has been named one of the worst brands in the world by customers, second only to insurance company AXA.
Despite recent efforts to transform its reputation, the budget airline was one of the worst-performing brands overall in Siegel+Gale's 2014 simplicity index.
In a survey of over 12,000 customers in eight countries, Ryanair was named the second worst-ranked brand, based on ease of customer use of a company's products, services, interactions and communications.
Primary customer complaints against the airline were Ryanair's badly designed website and poor customer service that 'leaves the onus on the customer.'
The airline's app was also named a major cause for headaches, with many having difficulty in downloading mobile boarding passes.
'The pricing is far too complicated and isn’t put forward honestly,' one respondent said of the airline. 'There’s so many variations and hidden charges on flights and options, it’s hardly worth the hassle,' said another.
Other customer criticised that the airline is 'too strict and inflexible on luggage allowances,' and another notes that 'what appear to be amazing offers turn out to be a lot worse off on closer inspection.'
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Ryanair Limited
About Ryanair Limited:
Ryanair Ltd. is an Irish low-cost airline. Its headquarters is located in Swords, County Dublin, Ireland, with its primary operational bases at Dublin Airport and London Stansted Airports. In 2013, Ryanair was both the largest European airline by scheduled passengers carried, and the busiest international airline by passenger numbers.
About AXA Insurance:
A property and casualty insurer. Provides lists of associated brokers, products and services, press and career information.
Published: Monday, November 3, 2014