This post is part of our “Airlines Behaving Badly” series, which chronicles the oft-wicked ways of the air travel industry.
If it weren’t September I’d think the recent news about Ryanair’s CEO calling passengers “idiots” was an April Fool’s joke. I mean, the CEO of a company who relies on its customers for business wouldn’t really call them idiots, would he?
But now that my initial shock has passed, I’m actually more surprised that I was surprised this happened. Despite the fact that business would dry up if passengers decided to revolt, Ryanair and its low-cost compatriot in the U.S., Spirit Airlines, are the two most customer-unfriendly airlines.
In his most recent “up yours” moment, Ryanair CEO Michael O’Leary called passengers who do not print out their boarding passes ahead of time “stupid” and “idiots,” the Huffington Post reported.
According to the article, O’Leary’s comments were prompted by a customer who complained about having to pay 300 euros to print out five boarding passes before flying from Alicante, Spain to Bristol, England. The whopping 60 euro charge for getting a boarding pass printed at the airport was upped from 40 euros in 2011 after a Spanish court found the fee to be illegal. The company vowed to fight the ruling and increased it rather than get rid of it.
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When the angry customer took to Facebook to share her frustration, O’Leary responded in his usual customer-friendly (NOT!) manner:
“We think Mrs McLeod should pay 60 euros for being so stupid. She wasn’t able to print her boarding card because, as you know, there are no internet cafes in Alicante, no hotels where they could print them out for you, and you couldn’t get to a fax machine so some friend at home can print them and fax them to you.”
Per The Independent, as quoted by the Huffington Post, O’Leary said that virtually all passengers print their boarding passes in advance, so to the few who don’t, he says “bugger off.”
O’Leary is not alone in his anti-customer spirit. Spirit Airlines’ CEO Ben Baldanza is also known for brushing aside customer complaints.
In an interview with FoxNews.com, Baldanza made it clear he does not subscribe to the “customer is always right” philosophy, saying that customer complaint rates are “an irrelevant statistic.”
According to the U.S. Department of Transportation, out of 100,000 passengers last January, Spirit received 8.27 complaints, by far the worst record in the industry.
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But he told FoxNews.com you have to look at the statistics the other way around. “If you ran a restaurant, and out of every 100,000 customers, 8 of them said they didn’t like your menu, would you change your restaurant?” he asked. “Why don’t we interpret that 99.92 of all customers have no complaints? Because that is what it says.”
He most famously revealed his feelings about his customers in 2007 when he hit “reply all” instead of “reply” on a customer complaint that had been forwarded to him. In doing so he sent his reply not only to his employees but to the original customer as well. He wrote, “Please respond, Pasquale, but we owe him nothing as far as I’m concerned. Let him tell the world how bad we are. He’s never flown us before anyway and will be back when we save him a penny.”
Call me naïve, but I still believe the airlines are here to serve my needs and treat me accordingly. If that means I have to pay an extra penny or an extra $100 to go with an airline that still treats me like a valued customer, so be it.
Maybe folks that go with the low-cost carriers and expect to be treated well are idiots. What do you think?
– written by Dori Saltzman