Ryanair introduces digital travel assistant and self-service hub

Ryanair has launched a suite of digital customer enhancements to further improve customer service and provide easy access to flight information. Among the initiatives are a new Day of Travel app assistant, Digital Self-Service Hub and myRyanair Wallet.

Using the new Day of Travel app, customers will be able to get live updates and notifications about the airport, terminal and gate information. Passengers will receive live videos and webcasts from Ryanair’s operations centre during major disruptions. The app also provides easy access to boarding passes, certificates and other travel documents.

Customers will be able to use the new Digital Self-Service Hub to change flights, update passenger info, add bags, seats and other services. The airline has improved its chat function to allow passengers to manage every aspect of their booking without calling the customer service team.

The myRyanair Wallet gives customers quick access to book flights using their wallet balance, and provides real time status updates on refunds.

Ryanair’s Director of Marketing Dara Brady said: “We are pleased to launch these innovative customer improvements which will enhance the travel experience of our guests. Driven by customer panel input, these improvements allow our guests to self-serve online when changing flight dates or passengers’ names, updating contact info or adding bags/seats. For customers who need extra assistance they can now track their interactions with Ryanair across calls/email/chat/social and receive live status updates online.

“Ryanair delivers the best customer service with the lowest fares and best on time performance and now our new Day of Travel Assistant (within the Ryanair app) will make travel easier and hassle free with live updates on departure times, terminals and specific gate info for boarding. In the small number of cases where we suffer disruption, customers will receive regular updates including live video and webcasts from our Ops Centre, ensuring they are kept as up to date as possible with what’s happening and how their disruption will be resolved. In rare cases of cancellations, customers who request a refund will now get confirmation and access to it within 24hrs in myRyanair and will be refunded to the original form of payment within 5 working days.

“Our first ever Customer Panel meeting in Sep was instrumental in driving these service improvements and we look forward to receiving further panel feedback at our 2nd meeting in early 2022, to help us develop more ways to improve our customers experience while we lower airfares post-COVID-19 and grow to carry 225m passengers p.a.”



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