¨15below have always met Ryanair’s expectations and more, they understand our business needs and with this knowledge they have developed the PASNGR system. [15below] understand the importance of deadlines and never fail to impress us with the quality of the development work.¨ Head of Ryanair Direct, 2006
The Results
The benefits of such a system to Ryanair, in terms of reduced costs, operational efficiency and increased customer satisfaction are vast. Some of these are listed below.
Eliminated outbound phone calls
Large reduction in call centre activity/resources including local language speaking resources
Manage call centre volumes day-to-day
Improved customer satisfaction
Business logic reduces the number of notifications sent
Personalised and language based emails and printed notifications
Automated queue deletion and reservation system PNR administration
Ability to provide ad-hoc advice to passengers (strikes, airport closures, delays etc.)
The schedule change system uses open XML standards and so can easily be applied to other airlines and companies within the travel industry.
