Ryanair’s crisis shows the true cost of the low-cost revolution | Gwyn Topham
The airline’s cancellation fiasco is just one example of how companies such as Amazon and Uber are unbundling their costs – and their responsibilities
Ryanair chief executive Michael O’Leary, in his cheerfully blunt way, frequently used to assert that the only customer service that really counted was getting passengers to their destination on time and for the cheapest fare. That definition appeared to have softened when in 2013 it promised to be nicer to its customers: a bit more leeway with the bags, smaller fines for a lost boarding pass. Why not, O’Leary mused, stop “unnecessarily pissing people off”. Yet now, by whatever standard, customers are ill-served: thousands of flights cancelled, more than 700,000 passengers disrupted, and now a belated, grudging acknowledgment of statutory compensation rights.
Unbundling doesn’t eliminate costs, it just makes them external
Source: Guardian Transport