CHAPTER 2
Winning Is Not a Customer Service Goal
The furor all began when a family of five tried to return home to England from Spain. They neglected to preprint their boarding passes, and when they arrived at the airport for their flight home, Irish airline Ryanair charged them 300 euros (about $380) in fees before allowing them to board. Unfortunately for Ryanair, the mother posted their experience to Facebook, and it went viral, generating around a half million likes.
Ryanair’s chief executive officer, Michael O’Leary, felt compelled to respond. “We think Mrs. McLeod should pay 60 euros for being so stupid.” he said. “She wrote to me last week asking for compensation and a gesture of goodwill. To which we have replied, politely but firmly, ...
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