News: Extra charges anger customers
Flights > News > # 2267 (22/09/2009)
Passengers are growing increasingly angry with no-frills airlines’ extra charges.
Ryanair and easyJet faired worst in the latest Kaizo Advocacy Index, a twice-yearly assessment of brand reputations online. EasyJet fell 32 percentage points to -23% and Ryanair dropped 46 points to -62%.
The Index, which looks at 20 leading brands across four industry sectors, suggests airlines are attracting increasing criticism from passengers over additional charges and the poor handling of refunds.
Kaizo managing director Rhodri Harries said: “When things go wrong, the internet provides an easy platform for people to vent their frustrations. Brands need to monitor closely and react quickly to negative comments online.”
Harries added: “Brands that openly engage with customers online will find themselves promoted more often than those that hide behind streams of corporate news.
"The sheer volume of information also means brands need to work hard to be heard online. Identifying what consumers are saying and where they are saying it is an important first step to working out where to focus proactive online communication.”
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