You make good points all around Saurabh. While there will always be unreasonable customers, I think most people understand that businesses should make a profit. But attempting to maximize that profit in the short term can often lead to poor long term results. Thanks for the comment!

Agreed. But many companies and customers do feel like they are at war with each other. Companies are trying to make a profit and customers want to get the same product for less–it’s two opposite ends. The customer is not always right, but that doesn’t excuse Ryanair’s comment. There were plenty of other ways to handle that situation, still make your point but not run all over your customers.

Hi Lisa, dignity is a great word in this context. And like respect, a little bit of it goes a long way!

I agree Ralph. Not sure why he called them out, other than as Jayme intimated, a potential publicity ploy. Either way, there are times for rules and for businesses to stick by those rules. It happens everyday, but if the rules are supporting surprise fees and other “gotcha” revenue streams, the company should expect some backlash.

Ryanair is famous for low fairs and get more business than they can handle likely because of it. I understand that they don’t want to be flexible in the least on their policy as that’s what got them to their model but hey, calling someone out publicly is a bit much.

I have a few clients who I would love to kick in the butt and find a firm stance with good reason is the best way to handle something that just doesn’t fit a contractual obligation. If I call them out I lose them and their respect.

I certainly won’t get any new business if I do.

Yes! Although I haven’t done that lately:)

It’s tough Michelle because while I think there is a lot of opportunity for firms to use customer service as a competitive advantage (think Southwest) — the reality is that in these markets with a few big players, businesses can be profitable using a penalty model such as Ryanair.

And tumbling mats, right?

It’s hard to say what the fallout has been. As I understand it, the CEO is sort of known for controversial statements.

Could it be a publicity ploy? Maybe. Sort of to the point in my post, depending on the routes and gates this airline has, they might be in such a position of power that it doesn’t affect them much.