Improved customer care boosts Ryanair passenger numbers

PAMELA NEWENHAM

Ryanair’s attempt to woo back customers with fee cuts and lower fares appears to be working, with the airline reporting record passenger numbers for December.

Some five million people flew with Ryanair last month, a 4 per cent increase on the 4.8 million passengers carried in December 2012.

The airline yesterday said a total of 81.4 million passengers were carried last year, up from 79.6 million in 2012.

In October, chief executive Michael O'Leary admitted Ryanair's customer-care culture was "abrupt".

Baggage fees
The airline halved its controversial excess baggage fees last month, and reduced boarding card re-issue fees. This month, the cost of fees for luggage to be put in the hold will be halved.

“Ryanair carried a new record of over five million customers in December, thanks to the success of our lower fares, easier-to-use website and customer service improvements. Further service improvements are due to be rolled out as Ryanair continues to improve our customer service in 2014,” a spokesman said.