Ryanair. The name itself can evoke a range of reactions, often leaning towards trepidation. Known for its budget fares, the airline doesn’t always conjure images of seamless travel experiences. Like many, I harbored a degree of skepticism, especially when the prospect of my parents, both in their 80s, taking their inaugural Ryanair flight arose. My father, nearing 90, presented a particular concern. Having navigated Ryanair flights myself, I was familiar with the airline’s… unique approach to customer interaction. From the rigorously weighed baggage at check-in to the brisk boarding process and the vibrant, yet firm, seating, Ryanair had a certain reputation. The image of a dash across the tarmac in less-than-ideal weather to reach the terminal, seemingly to avoid extra costs, was also firmly etched in my mind. Could I, in good conscience, subject an 89-year-old to this?
The answer, surprisingly, was yes. And what unfolded was an experience that completely shifted my perspective. Ryanair, and their airport partners, delivered exceptional customer service. In fact, I stumbled upon what feels like the secret to unlocking a first-class travel experience, even on a budget airline: the “special assistance required” button during online booking. The level of care and attention we received was so remarkable, it almost makes you want to “borrow” a grandparent for your next flight just to replicate the ease.
Our journey began at Gatwick Airport check-in. Instead of the usual queues and complexities, my parents were greeted by a friendly representative from OCS, a company specializing in assisting passengers with reduced mobility. From that moment, the airport experience transformed. They were smoothly guided through a dedicated security lane, bypassing all queues and without even needing to leave the provided wheelchair. Comfortable seating near the airport shops awaited them, along with a bleeper device. When our flight was announced, the bleeper signaled, and an OCS representative promptly reappeared. A minibus transfer directly to the aircraft followed, eliminating any long walks or terminal dashes. A flight attendant was on hand to assist them up the aircraft steps – they were the first passengers to board – and escort them to their seats.
The arrival in Dublin mirrored the seamless departure. “We were absolutely amazed by the level of cooperation and support we received both on the ground and during the flight,” my mother recounted. However, a moment of panic struck after taking off from Dublin back to Gatwick. My mother realized her handbag was missing, likely left on one of the airport buggies. A quick, urgent call to OCS, describing the crucial item – “It’s a Gucci, with Gaviscon tablets inside” – proved incredibly effective. Within minutes, we received confirmation it had been located. The bag, her much-needed Gaviscon, and even her rosary beads were soon safely returned.
My father is now enthusiastically planning his next Ryanair adventure for his upcoming 90th birthday, a testament to their positive experience. My mother even felt compelled to write to Gatwick Airport, expressing her sincere gratitude for their staff’s exceptional service.
Interestingly, our Consumer Champions column recently received similar praise for Ryanair Customer Service. One reader noted that “Having incurred so many brickbats over the years, Ryanair customer service’s marked improvement deserves credit,” citing a check-in issue resolved with both courtesy and efficiency.
It appears Ryanair has been listening to customer feedback. Allocated seating has largely eliminated the chaotic scramble for seats upon boarding. The revised two-bag carry-on policy has significantly eased baggage-related stress. Even the Ryanair staff seem more content, focusing on assisting passengers rather than strictly enforcing minor weight infractions. This experience has been a revelation, a true “Dr. Strangelove” moment of learning to stop worrying and appreciate Ryanair.
While my transformation into a complete Ryanair enthusiast isn’t quite complete – the perplexing “Don’t Insure Me” button remains, inexplicably positioned between Denmark and Finland on their booking system – and airport parking and train fares remain excessively priced, the improvement in Ryanair customer service is undeniable. And while I still question the necessity of presenting my boarding pass simply to purchase a newspaper at WH Smith, or the post-security perfume gauntlet to reach the airport lounge, the core flight experience, especially with special assistance, has been remarkably positive. Perhaps it’s time to reconsider preconceived notions about budget airlines and acknowledge when customer service genuinely exceeds expectations.
