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

Back to Forum



I think you make a good point, but is this not an implication of classic market positioning decisions?

Companies selling low grade/low cost products just have to ensure that their goods are fit for purpose, whereas high grade/high cost providers are selling an image, as well as a more luxurious product?

Small issues should not occur, but when they do do, they need immediate and effective service recovery (itself an opportunity to impress and create goodwill.)

In the hotel field, I stay in a lot of 5* hotels in the ME region and very rarely find anything to complain about, as the attention to detail and service response are usually excellent. Of course, that costs money to provide (training, staffing numbers), but that’s why they charge the big bucks.

These are two of my regular ‘homes from home’ and I believe the feedback tells its own story

These two are also places are stay at, less frequently

It seems to me to be about understanding your market positioning and then behaving in line, e.g. when Canucklad and his mates were a few minutes late for Ryanair check-in, they were shunned, but I’ve seen business or first class passengers on premium airlines let on when very tardy.

Be up-to-date
Magazine Subscription

To see our latest subscription offers for Business Traveller editions worldwide, click on the Subscribe & Save link below