Ryanair has unveiled what it calls “a suite of digital enhancements for customers,” including a “Day of Travel” assistant in the carrier’s app, and new customer reimbursement commitments.
The new assistant will offer live updates on airport, terminal, flight and boarding gates information, as well as updates on new departure times / routes during times of disruption, and live webcasts from the carrier’s operations center in the event of a major disruption.
There will also be a digital self-service hub, where customers can track complaints and interactions and access self-help videos.
In addition, the carrier has committed to settle claims back to the original payment method within five working days, and customers will be able to get real-time updates on refunds through the My Ryanair wallet.
Ryanair said the new initiatives were a direct result of its first Client panel meeting that took place in September, adding that the six-person panel would meet twice a year “to continually improve customers.”
Commenting on the news, Ryanair Marketing Director Dara Brady said:
“We are excited to launch these innovative customer enhancements that will improve the travel experience for our customers. Driven by feedback from the customer panel, these enhancements allow our customers to go online when changing flight dates or passenger names, updating contact details or adding baggage / seats. .
“For customers who need additional assistance, they can now track their interactions with Ryanair through calls / emails / chat / social and receive live status updates online. Ryanair offers the best customer service with the lowest fares and the best punctuality. Now our new Day of Travel Assistant (within the Ryanair app) will make travel easier and hassle-free with live updates on departure times, terminals and specific boarding gate information . .
“In the small number of instances where we experience disruption, customers will receive regular updates, including live videos and webcasts from our operations center, ensuring they are kept in the know as much as possible. of what is happening and how their disruption will be resolved.
“In rare cases of cancellation, customers who request a refund will now receive a confirmation and access it within 24 hours in My Ryanair and will be refunded to the original payment method within five working days.”