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customer experience
Shaun Smith
  • By Shaun Smith
  • Sep 16 2012

The Power of Social Media

Sometime ago I wrote a blog in which I predicted that there would come a time when Ryanair’s performance would begin to falter because of increasing customer dissatisfaction with its business model. That time may have arrived because of the power of social media.

The airline recently became the focus of a Facebook campaign criticising the brand’s tendency to fleece customers for extra services. Suzy McLeod flew with her family and was charged €300 for printing five boarding passes. Her Facebook entry read “ When flying from Alicante to Bristol yesterday, I had previously checked in online but because I hadn’t printed out the boarding passes, Ryanair charged me €60 per person!!! Meaning I had to pay €300 for them to print out a piece of paper! Please “Like” if you think that’s unfair”. Over 500,000 people did. In addition there were more than 20,000 comments posted, most of them in support of her.