It’s funny how some companies provoke strong associations when you mention them. I name companies like Apple, Pret, First Direct, Disney or Virgin Atlantic and most people (including many who have never used them) will glow with admiration.
Mention most companies and people say ‘meh’. Mention Ikea and you split the room. But mention Ryanair and you often empty it.
Ryanair has always been of interest to me. As someone who believes customer engagement is the principle reason for business success, I had to give begrudging credit to a company that was apparently prepared to undertake a massive consumer experiment proving the opposite: that people will put up with all sorts of pain just to get a cheap flight.
But in 2013, something happened. One minute, I’m trying to opt out of purchasing Ryanair’s travel insurance by carefully scrolling down to find the ‘I don’t need insurance’ option (somewhere between St Kilda & Surinam). Read more here
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