The Ryanair non-apology for messing up and cancelling 2,100 flights

The Ryanair non-apology for messing up and cancelling 2,100 flights

ByJosh Bernoff

Ryanair made a mistake and had to cancel 40 to 50 flights a day for the next six weeks, for a total of 2,100 flights. The legendary no-frills airline has always treated passengers like freight, and with its non-apology, has proven that accounting for customers’ feelings is a luxury that doesn’t come on Ryanair. This…

Happy passengers matter, even if an airline study couldn’t prove it

Happy passengers matter, even if an airline study couldn’t prove it

ByJosh Bernoff

An International Air Transport Association study was unable to find a connection between passenger “happiness” and airline profitability. But that’s boring. So the travel news site Skift reported it as if happy passengers don’t matter. The lack of a finding, like a vacuum, sucked up the truth. Skift’s article, by Marisa Garcia, was titled “IATA Study Finds You…