Service Design for Ryanair

Contents page

Introduction........................................................................................................3

About Ryanair ...................................................................................................3

Service design.................................................................................................4/5

12 stage process

Benchmark........................................................................................................5

Bad Customer service…………………………………………………………………6

Charged for boarding pass & online check-in……………………………………...6/7

Baggage allowance…………………………………………………………………....7

Priority Boarding……………………………………………………………………....7/8

Operational challenges....................................................................................8

Bad customer service………………………………………………………………....9

Charged for boarding pass & online check-in…………………………………….9/10

Baggage allowance………………………………………………………………..…10

Priority boarding…………………………………………………………………….10/11

Recommendations.........................................................................................11

Bad customer service………………………………………………………….……11

Charged for boarding pass & online check-in…………………………………..11/12

Baggage allowance……………………………………………………………….12/13

Priority Boarding…………………………………………………………………….13

Reference ...................................................................................................14/15

Introduction

This report will show the service design for Ryanair which is a 12 stage process from the moment the customer books a flight all the way through to their arrival destination. I will evaluate the main operational challenges that could affect passenger experience, and then benchmark Monarch against its main competitors this will allow us to observe Monarch and see what area needs improvement. Finally I will make recommendations for driving operational improvements.

About Ryanair...