Return on Investment |
In the first year of implementing the system, Ryanair saved between £30,000- £50,000 in reduced outbound call costs alone. The reduced call centre activity created by PASNGR has enabled Ryanair to maintain their service levels with 30 less call centre staff. |
As notification templates are stored in multiple languages, Ryanair has reduced the need to hire local language speaking staff to contact passengers. The majority of passengers have accepted their schedule-changes (75%). |
PASNGR has successfully eliminated any manual and human intervention for the majority of passengers being schedule-changed. |
PASNGR has been an immense success. In Ryanair’s own words... |
15below have always met Ryanair’s expectations and more, they understand our business needs and with this knowledge they have developed the PASNGR system. This has enabled us to notify passengers of last minute flight disruptions (by e-mail/text or letter) with minimal disruption to our operation. Post flight customer surveys provide vital feedback on areas that requirement review and allows us to focus on our continued expansion as Europe’s No.1 Low fares airline. Nicholas Key, and the team, understand the importance of deadlines and never fail to impress us with the quality of the development work. |
Since the introduction of PASNGR we have reduced our call centre headcount by 30 full time agents allowing us to reduce costs and offer even lower fares to our 28 million passengers. Lesley Kane, Head of Ryanair Direct |
