As part of EyeforTravel's new Improving the Airline Experience white paper the company set out to see who passengers thought was doing best in the field of customer service. From the airlines who received 100 or more responses, Emirates performed best. Our consumers gave them a score of 7.65 out of 10 for their customer experience. Ryanair, on the other hand, scored 6 out of 10, which put them near the bottom of all the airlines surveyed.
While Ryanair has clearly been a hugely successful company it looks like there are still big benefits to be reaped from improving the customer experience. As Ryanair CEO Michael O’Leary said in May 2015, “if I’d only known that being nice to customers was going to be so good for my business I would have done it years ago.”
To help airlines improve their passenger’s journey before, during and after their flight, this white paper uses a major survey of UK air travellers to see where the pain points are and what airlines can do to differentiate their service.
