What United can learn from Ryanair

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What United can learn from Ryanair

Postby everything on Wed Apr 12, 2017 8:33 pm

https://www.theguardian.com/world/2017/ ... d-airlines

In 2013, Ryanair was considered to have “the worst customer service out of Britain’s 100 biggest brands” in a survey of the readers of Which? magazine. In the same year, two profit warnings showed Ryanair failing to keep up with its rivals, including easyJet, whose friendlier image had attracted flyers. O’Leary’s company recorded a £28.7m loss in the final three months of 2013.

In 2014, though, this rightwing bruiser with the runaway mouth had a Damascene conversion. O’Leary decided that Nice wasn’t just a Ryanair destination, but must be his airline’s new corporate philosophy. “If I’d only learned in college that being nice was good for business, I’d have done it years ago,” he told Bloomberg TV. ...

The results? A spectacular 66% leap in profits to €867m (£623m) in the first full year since O’Leary mutated into Mr Nice. True, those figures were buoyed by factors such as bad north-European weather and – this was 2015 – a strong pound. And yes, its nasty reputation over workers’ rights didn’t change (Copenhagen’s mayor, for instance, accused it of “social dumping” because of low wages).

But the success story continues. ...
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Re: What United can learn from Ryanair

Postby Dmitri on Thu Apr 13, 2017 2:56 am

I think all airlines should learn something from the early 70's... ;D

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Re: What United can learn from Ryanair

Postby GrahamB on Thu Apr 13, 2017 3:02 am

This is how I travel:

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Re: What United can learn from Ryanair

Postby KEND on Thu Apr 13, 2017 6:18 am

Reminded me of 'AIRPLANE'
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Re: What United can learn from Ryanair

Postby chud on Thu Apr 13, 2017 6:45 am

Dmitri wrote:I think all airlines should learn something from the early 70's... ;D



Oh man, ain't that the truth! Stewardesses were hot back then.



In 2014, though, this rightwing bruiser with the runaway mouth had a Damascene conversion. O’Leary decided that Nice wasn’t just a Ryanair destination, but must be his airline’s new corporate philosophy. “If I’d only learned in college that being nice was good for business, I’d have done it years ago,” he told Bloomberg TV. ...

The results? A spectacular 66% leap in profits...


This quote kind of amazes me, but I'm glad he finally figured out that customer service matters.
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Re: What United can learn from Ryanair

Postby Dmitri on Thu Apr 13, 2017 8:26 am

chud wrote:This quote kind of amazes me, but I'm glad he finally figured out that customer service matters.

Yeah that's just silly... Anyone with half a brain can figure that one out. He probably just blurted it out without thinking, or maybe he said it with sarcasm and it didn't transfer into the written text... (Still sounds stupid though)
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Re: What United can learn from Ryanair

Postby grzegorz on Fri Apr 14, 2017 12:03 am

Last edited by grzegorz on Fri Apr 14, 2017 12:03 am, edited 1 time in total.
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Re: What United can learn from Ryanair

Postby eurus on Sun Apr 16, 2017 7:43 pm

Honestly, I think of some solutions for United Airlines after the infamous dragging incident:
1. They should comprehensively review all policies to ensure a great commitment to their customers. With the new policy, United Airlines mustn't be allowed crew members to displace the passengers in the overbooked flights. From there, the airline must place an internal focus on empowering employees to use good judgment and common sense in the application of policies.
2. United Airlines Chief Executive has failed to responded to the outside world, which resulted in an angry online storming. United Airlines has lost a plethora amount of customers, so they need to win back the customers' heart with two options: the one who are still loyal to the brand, and the one who claimed that they would never return for the next flight. Both target customers require a distinct approach, yet they are long-term strategies that can only be rebuilt over time.
3. These are some past examples of companies successfully navigating the Public Relations. For instance, the Texaco's Racial Discrimination Lawsuit (1994) agreed to settle $176 million to six African American Texaco employees by issuing a public apology and a in-person apology tour in which company executives express their embarrassment to employees sincerely.

In my humble opinion, this is a hyperbolic reaction of the customers as the customers have a very short attention span. There is still a high chance that the United Airlines can bounce back and gain back its reputation.

You can read the full article of the incident here.
Last edited by eurus on Sun Apr 16, 2017 7:45 pm, edited 1 time in total.
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Re: What United can learn from Ryanair

Postby Michael on Mon Apr 17, 2017 1:52 am

I'm pretty sure too big to fail means reputation among the public doesn't really matter.
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