I am utterly astonished.
If you haven’t heard the story about the Ryanair employee whose customer service skills will perhaps deter you from ever using the airline, read on.
According to The Guardian newspaper a web developer tried to book a flight and thought he’d discovered a flaw in Ryanair’s website. So, he did what ever good blogger worth their salt does – he blogged about how it appeared users could book flights for ‘0.00′. Yep, zilch.
Well, apparently this didn’t sit too well with a Ryanair employee who decided that he was dealing with an imbecile who should be told in no uncertain terms what an idiot he was for thinking he could get a flight for nothing.
The Ryanair employee commented on the blog post:
“you’re an idiot and a liar!! fact is!
“you’ve opened one session then another and requested a page meant for a different session, you are so stupid you dont even know how you did it! you dont get a free flight, there is no dynamic data to render which is prob why you got 0.00. what self respecting developer uses a crappy CMS such as word press anyway AND puts they’re mobile ph number online, i suppose even a prank call is better than nothing on a lonely sat evening!!”
And the award for best customer service goes to… Ryanair.
It gets worse. You can read the complete dialogue in The Guardian article linked to earlier.
The kicker – depending on which side of the fence you’re standing – is that Ryanair issued this astonishingly ill-judged statement:
“Ryanair can confirm that a Ryanair staff member did engage in a blog discussion. It is Ryanair policy not to waste time and energy corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again.
“Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel.”
Now, correct me if I’m wrong but isn’t the customer always right? And shouldn’t Ryanair be issuing an apology to clean the slate?
This is PR handled badly.
Sure, Ryanair can think what it likes about bloggers but that message shouldn’t become public.
The irony? I’m blogging about it.
But I will think twice about flying Ryanair when I’m next in Europe.
Shame on you Ryanair.