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Marlow1971 – 21/09/2015 15:48 BST
I agree completely with your comment that “In essence, Ryanair does what it says on the tin pretty well. It doesn’t offer much but does it well.”
As much as they are not my favourite airline, their business model is clear, simple (from a customer viewpoint), aligned and executed consistently, thus the lower levels of complaints per million.
In effect, the company has trained it’s customers to know what to expect, then it delivers the expectation.