Appendices Appendix 1... ii Appendix 2... iii Appendix 3... iv Appendix 4... v Appendix 5... vi Appendix 6...vii Appendix 7... viii Appendix 8...ix Appendix 9... x Appendix 10...xi Appendix 11... xii Appendix 12... xiii Appendix 13... xiv Appendix 14... xvi Appendix 15... xviii Appendix 16... xix Appendix 17... xx Appendix 18... xxii Appendix 19... xxiii Appendix 20... xxiv Appendix 21... xxvii Appendix 22... xxix Appendix 23... xxx Appendix 24... xxxi Appendix 25... xxxvi Appendix 26... xxxviii Appendix 27...xxxix Appendix 28...xl Appendix 29... xli Appendix 30... xliii Appendix 31... xliv Appendix 32... xlv Appendix 33... xlviii Appendix 34... xlix
Appendix 35... l Appendix 1 The easyjet spoof commercial, making fun of British Airways. Taken from http://www.facebook.com/#!/easyjet, April 29, 2012 ii
Appendix 2 Rules for online check-in on easyjet.com. Taken from http://www.easyjet.com/en/flying/index.html, May 1, 2012 iii
Appendix 3 The easyjet page on how to book a flight, with a malfunctioning contact center link, taken from http://www.easyjet.com/en/book/howtobook.html, April 29, 2012 iv
Appendix 4 The Europe by easyjet ad on YouTube, featuring the comments made by YouTube users. Taken from http://www.youtube.com/watch?v=bfdw6celmek, April 29, 2012 v
Appendix 5 The easyjet Facebook page, showing how many likes they have, and who many people are talking about them. Taken from http://www.facebook.com/#!/easyjet, May 1, 2012 vi
Appendix 6 Screenprint from Facebook, showing that easyjet has several official Facebook pages in various languages. Taken from http://www.facebook.com/#!/search/results.php?q=easyjet&init=quick&tas=0.828032773268712&s earch_first_focus=1335862781687 April 29, 2012 vii
Appendix 7 An example of negative comments posted on the easyjet Facebook page, and easyjet responding to these. Taken from http://www.facebook.com/#!/easyjet May 1, 2012 viii
Appendix 8 The easyjet Facebook page, featuring a link to their blog competition. Taken from http://www.facebook.com/#!/easyjet May 1, 2012 ix
Appendix 9 A screenshot from the easyjet Facebook page, informing of a new route to Iceland. Below also a screenshot from the easyjet Facebook page, advertising cheap flights. Taken from http://www.facebook.com/easyjet, May 1, 2012 x
Appendix 10 Screenshot from the Twitter profile of easyjet, showing their number of tweets and followers. Taken from https://twitter.com/#!/search/easyjet, May 1, 2012 xi
Appendix 11 Screenshot of the easyjet Twitter profile, showing a customer asking a question, and being redirected to customer services. Taken from https://twitter.com/#!/search/easyjet, May 1, 2012 xii
Appendix 12 Screenshot taken from the review site Skytrax, showing the overall rating of easyjet. Taken from http://www.airlinequality.com/forum/easy.htm, May 1, 2012 xiii
Appendix 13 Screenprints from the easyjet blog, showing that easyjet announces competitions. Taken from http://blog.easyjet.com/category/competitions/ xiv
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Appendix 14 Screenshots from the easyjet blog, showing how nobody has commented on the posts. Taken from http://blog.easyjet.com/, May 1, 2012 xvi
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Appendix 15 Screenshot from the easyjet blog, showing how it is possible to search for tickets on this site. Taken from http://blog.easyjet.com/, May 1, 2012 xviii
Appendix 16 The YouTube-profile of easyjet, showing some of the different videos which they have posted. Taken from http://www.youtube.com/user/easyjet/feed xix
Appendix 17 Screenprints of the easyjet community. Taken from https://getsatisfaction.com/easyjet, May 1, 2012 xx
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Appendix 18 Screenshot of the easyjet community, showing how ideas are commented upon and some of them implemented. Taken from https://getsatisfaction.com/easyjet/ideas/completed, May 1, 2012 xxii
Appendix 19 Screenshot from the easyjet community, showing how the page links to other support sites, such as Twitter, Facebook and the easyjet website. Taken from https://getsatisfaction.com/easyjet, May 1, 2012 xxiii
Appendix 20 Ryanair fees and charges. Retrieved April 5, 2012, from Ryanair: http://www.ryanair.com/en/terms-and-conditions#regulations-tableoffees (UK /Euro or local currency equivalent) Admin Fee - Per passenger/per new one way flight - relates to costs associated with Ryanair's booking system. No fee applies to payments by: 1. Ryanair Cash Passport holders 2. MasterCard Prepaid cardholdrs in all markets (for exceptions see below ) Priority Boarding Fee* - Per passenger/ Per One Way Flight Booked on http://www.ryanair.com/ UK Euro Reserved Seating Fee 10 10 Booked via a Call Centre* or Airport UK 6 6 6 6 5 5 6 6 N/A airport 10 call centre Euro N/A airport 10 call centre Airport Boarding Card Re-issue Fee n/a n/a 60 60 Infant Fee - Per Infant/Per One Way flight (must be under 2 years for both outbound and return flight) Infant Equipment* (car/booster/travel cot) Fee charged per Item/ Per One Way Flight - maximum weight of 20kg per item (1 pushchair per child carried free of charge). Sports Equipment* Fee charged per Item/ Per One Way Flight A maximum weight of 20kg per item (Bikes max weight - 30kg) Musical Instrument* Fee charged per Item/ Per One Way Flight A maximum weight of 20kg per item Flight Change Fees - Per Passenger/ Per One Way Flight 20 20 20 20 10 10 20 20 50 50 60 60 50 50 60 60 50 50 75 75 Name Change Fee - Per Passenger 110 110 160 160 xxiv
Flight Uncheck Fee: Per Passenger/ Per One Way Flight Government Tax Refund Administration Fee - Per Passenger Booking Fee: applies to ALL reservations made at airports/call centres Oxygen Reservation Fee: - per passenger/per reservation Checked Baggage*-Fees per bag/per one way flight (Each passenger permitted to check-in up to 2 bags) 1st Bag (15kg) - Low Season (Oct- May) 1st Bag (15kg) - Low Season - Selected Flights** ( Oct-May) 1st Bag (15kg) - High Season (Jun- Sep) & (21 Dec 2012-4 Jan 2013) 1st Bag (15kg) - High Season - Selected Flights** (Jun-Sep) & (21 Dec 2012-4 Jan 2013) 1st Bag (20kg) - Low Season (Oct- May) 1st Bag (20kg) - Low Season - Selected Flights** (Oct-May) 1st Bag (20kg) - High Season (Jun- Sep) & (21 Dec 2012-4 Jan 2013) 1st Bag (20kg) - High Season - Selected Flights** (Jun-Sep) & (21 Dec 2012-4 Jan 2013) 2nd Bag (15kg) - Low Season (Oct - May) 2nd Bag (15kg) - Low Season - Selected Flights** (Oct-May) 2nd Bag (15kg) - High Season (Jun- Sep) & (21 Dec 2012-4 Jan 2013) Not Available Online Not Available Online Not Available Online Not Available Online 15 via call centre only 15 via call centre only 17 20 N/A N/A 20 20 Not Available Online Not Available Online 100 100 15 15 60 60 20 20 80 80 25 25 100 100 30 30 120 120 25 25 75 75 30 30 90 90 35 35 105 105 40 40 130 130 35 35 105 105 40 40 120 120 45 45 135 135 xxv
2nd Bag (15kg) - High Season - Selected Flights** (Jun-Sep) & (21 Dec 2012-4 Jan 2013) Excess Baggage Fee - Per Kilo This can only be purchased at the airport ticket desk/kiosk Fee for Special Declaration of Valuable Baggage - Allows for a higher limit on carrier liability 50 50 150 150 Not Available Online Not Available Online Not Available Online Not Available Online 20 20 100 100 xxvi
Appendix 21 Three screenshots from the Ryanair Facebook page. Screenshot three shows that Facebook had 148,925 likes their page May 1. Also, screenshot two shows how customers help each other on the Ryanair Facebook page, and how other companies use the page in order to advertise their products. Screenshot 1 shows that the Facebook page was created in 2008. Screenshots taken from: https://www.facebook.com/permalink.php?story_fbid=10151319725375068&id=90481925067#!/pag es/ryanair/24694184960, April 10, 2012. Screenshot 1: Screenshot 2: xxvii
Screenshot 3: xxviii
Appendix 22 Screenshot from Google search for the words Ryanair and blog. The search provides links to the websites such as the Ryanair website, a German Ryanair blog, two articles about the Ryanair idiot blogger, the I Hate Ryanair blog, and the ryanairdontcarecrew blog. Search for Ryanair blog on Google.dk on April 18, 2012. Retrieved from: www.google.com xxix
Appendix 23 Screenshot from the review and rating site, Skytrax, that shows the overall rating of Ryanair on the site. Screenshot from the review and rating site, Skytrax. Retrieved April 5, 2012, from: http://www.airlinequality.com/forum/ryan.htm xxx
Appendix 24 Screenshots of the social technographics profiles of Europeans in the age group 25 to 44. Retrieved from Forrester.com on April 6, 2012: http://empowered.forrester.com/tool_consumer.html UK: xxxi
France: xxxii
Germany: xxxiii
Italy: Spain: xxxiv
Sweden: xxxv
Appendix 25 Examples of customer feedback found on the Ryanair website. The customer feedback is taken from Ryanair.com, April 7, 2012, from: http://www.ryanair.com/en/about/customerfeedback. Customer Feedback After yet another wonderful weekend away, this time in Gothenburg, Sweden, I thought it was about time that I put pen to paper to say a big Thank you for a fantastic service. My Husband and I have used your service from Charleroi many times since moving to Belgium last autumn. My Husband is posted here from the UK for the next three years and to have your airline making regular flights throughout Europe from-our local airport is wonderful as with your low fares we can now see a lot more of Europe than we d initially planned. The flights we have taken, the latest being FR8221/FR8222 to Sweden have all been punctual, in fact this latest flight left early and arrived early...i don t think anyone could ask for anything better than that. All Ryan air staff that we have met including ground staff and cabin crew have been professional, polite and helpful and have made the experience easy and relaxing... even when confronted by rude passengers, they have maintained their composure and have represented Ryan air in a dignified and professional way...all credit to them. We are looking forward to many more flights with your company over the next few years. Yours sincerely, 23rd January 2012 Dear sir. This is a compliment not a complaint. Having used Ryanair on numerous occasions I would like to thank you for an excellent service and care during these flights. My wife and I have just booked to fly to Tenerife again in March and will continue to tell family and friends. 26th January 2012 xxxvi
Many thanks for your continued improvements on your scheduled services. I had the pleasure of the flight from Faro to Dublin last Friday and felt compelled to write to acknowledge the quality of the service.. The combination of low prices, efficient staff and punctuality is a winner.. Kind regards and many thanks again. 30th January 2012 People are always willing to complain when something goes wrong and I ve heard all the comments regarding Ryanair s charges etc. However on this occasion I wish to commend you and in particular one individual flight attendant on the flight to Malta on 9th Dec. My wife and I are somewhat seasoned travellers, this flight being our 9th flight this year alone, in fact we just returned from Malaga on Ryanair on 20th November, how could I forget the worst turbulence ever on taking off in the rain. We also had four flights on Continental Airlines in the spring where I rated them well below Ryanair for standards. As we travelled to Malta on the 9th of Dec, I remember the pilot announcing we would be landing in approx 55 minutes and thought, I wish I was on the ground as I began to feel unwell. The next thing I remember is me lying across the spare seat between mine and my wife s seat with someone else talking to me. It was the flight attendant whom my wife, who incidentally is a nurse, had called to my aid. All I know is her name was Dora and she showed, as my wife informs me, a great standard of professionalism and compassion for a passenger who had simply passed out. I had to receive oxygen for the remainder of the journey, even when landing but by now I was in better shape. After landing Dora was still attending to our needs by offering some additional medical assistance from the terminal at Malta but as I was now fully recovered albeit a bit groggy we opted to leave the aircraft along with some other assisted passengers. I would like you to pass on my very gracious thanks to Dora for a job well done and look forward to flying again soon on one of our many holiday breaks. 21st December 2011 xxxvii
Appendix 26 Adapted screenshot from the Ryanair Fanforum, which shows the number of members and guests online, as well as the quantity of messages posted on the forum, and the amount of registered users. Adapted screenshot from the Ryanair Fanforum: http://ryanair.site-forums.com/, taken April 7, 2012. xxxviii
Appendix 27 Adapted screenshot from the bottom of the Ryanair.com homepage, where the link General Terms & Conditions of Carriage is found at the very bottom. Taken from: http://www.ryanair.com/en, April 12, 2012 xxxix
Appendix 28 Screenshot from Ryanair.com with information about what to do in case a flight is cancelled. Taken from Ryanair website, http://www.ryanair.com/en/questions/what-happens-if-myflight-is-cancelled-by-ryanair, April 12, 2012. xl
Appendix 29 Statements made on the Ryanair.com website, which are not backed by external sources. Statement 1: In the first sentence, Ryanair states that Ryanair is the World s favourite airline without adding any external sources to back their argument. Screenshot taken from: History of Ryanair, http://www.ryanair.com/en/about, April 12, 2012. Statement 2: In the figure, Ryanair states that Ryanair is No. 1 for customer service. It seems as if the data is supported with information added a footnote at the bottom, however the information in the footnote cannot be read as it is too small and blurry. Screenshot taken from: History of Ryanair, http://www.ryanair.com/en/about, April 12, 2012. xli
Statement 3: In this screenshot Ryanair shows their Ryanair no 1 customer service stats January 2012. The information provided is not backed by external sources. Screenshot taken from: Ryanair No 1 Customer Service Stats January 2012, http://www.ryanair.com/en/news/ryanair-no-1-customer-service-stats-january-2012, April 12, 2012. xlii
Appendix 30 Screenshot taken from the Ryanair homepage: http://www.ryanair.com/en, April 12, 2012. xliii
Appendix 31 Screenshot of the webpage, to which one is directed from the contact us menu button link. The page offers a range of new links, but no contact information. The Screenshot is taken from: Contact Us, http://www.ryanair.com/en/questions/contacting-customer-service, April 12, 2012. xliv
Appendix 32 Searches in the Google search engine for Ryanair and career, work and crew. The searches show that the Ryanair blog ryanairdontcarecrew blog shows up on the first page, when searching for Ryanair and work-related words. This could be critical for Ryanair, as people who want to know how to get a job at Ryanair, would also see the blog in the search engine. Screenshots taken from: www.google.com, April, 28, 2012. xlv
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Appendix 33 Search for Ryanair on www.youtube.com, screenshot retrieved April, 28, 2012. xlviii
Appendix 34 Screenshot taken from Politiken.dk. On the right side of the screenshot, there is banner advertisement from Ryanair, which suggests that it is cheap to fly from Billund, Denmark. Screenshot taken from: politiken.dk, retrieved February 23, 2012. xlix
Appendix 35 Article 10 of the General Terms & Conditions of Carriage of Ryanair, the full text can be found at: http://www.ryanair.com/en/terms-and-conditions. The full text is long. This excerpt shows that it may be hard for customers to understand what is written, given that the text refers to other articles found on the page and to the Convention or Regulation (EC) No. 261/2004. Text adapted from General Terms & Conditions of Carriage. Taken from: http://www.ryanair.com/en/terms-and-conditions, May 2, 2012. ARTICLE 10 - REFUNDS 10.1 NON-REFUNDABILITY Except as provided in Articles 4.2, 10.2 and 10.3 of these Terms & Conditions, all monies paid for flights operated by ourselves (incl. all monies paid for optional services provided by ourselves) are non-refundable. 10.2 INVOLUNTARY REFUNDS Except as otherwise provided by the Convention or Regulation (EC) No. 261/2004 (click here for the text setting out these rights), if we cancel a flight, fail to operate a flight reasonably according to schedule or cease to operate a route, we shall make a refund to you in respect of each sector shown in the Confirmation/Itinerary which has not been utilised for any of these reasons. The amount of refund shall be equal to the fare paid plus any associated taxes, fees and charges paid. 10.3 BEREAVEMENTS In the case of a bereavement of an immediate family member (spouse, civil partner, mother, father, brother, sister, child, grandparent or grandchild) within fourteen days of intended travel we will, upon application made as soon as reasonably practicable but in any event by the proposed date of travel and accompanied by a copy of the applicable death certificate, make a refund in line with Article 10.2. l