Reply To: BA and Ryanair: Number of complaints each airline receives

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This same phenomenon can be seen whilst comparing very different hotels on TripAdvisor. A 1 or 2 star hotel catering towards a package holiday guest may attract consistently higher ratings that an 4 or 5 star establishment in the same area It’s not necessarily because the 2 star hotel is better but because their guests have much lower expectations. They don’t expect much and consequently reward such hotels with high ratings. However, the 4 and 5 star hotels will be immediately marked down for small issues by guests who have high expectations of the premium product they have bought.

So the point is this – many Ryanair passengers know they are not buying into a premium product. They expect very little and are not surprised when they very little.

This isn’t to say that BA don’t have room for improvement. I’m sure that many complaints made to BA are genuine and made for good reason. But then level of expectation will lead to harsher judgement and a willingness to complain if things are not quite as the passenger expects.

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