1. Ryanair should have generated alerts to monitor for crises online so they could respond more quickly. 2. When a complaint first emerged, Ryanair should have acknowledged it and apologized right away to show customers they care, even without a solution. 3. Ryanair needed to communicate updates about the issue frequently on social media to inform customers and stop rumors from spreading further out of their control.

1. Ryan Air Online Crisis Handling
10 points plan

2. 1: Alerts
The first thing the company
should have done is to
generate “Ryan air” alerts
to be aware of such crisis:
Doing that they can handle
the situation before it’s too
late

3. 2. Respond to
Monitor:
The Ryan Air person should
have answered the post in a
short term in order to engage
with people and thus restore
the brand image.
It could have avoided the
complaint to get viral.

4. 3. Acknowledge:
They should have apologised
whether or not they could
have a clean explanation or
resolution coming straight up.
It is important to make sure
that people perceive the
company’s concern.

5. 4. Inform
Keep the public and
communities (on every
platforms concerned) up to
date with up to date

6. 5. Speed
In the social age it is the
greater key, they should have
work the issue out and define
as quickly as possible what
needed to be done because
the longer they waited caused
the situation: the anger and
damage spread.

7. Engage the social communities:

8. 6. Facebook:
An official Ryan air page
should have been created:
message, apologies and open
discussion / complaints

9. 7. Twitter:
The issue should have been
tweeted in order to brainstorm
and engage the social
communities to come up with
the fairest solution: it again
helps to show the company is
caring about its customers’
feelings. Discuss with them
without hiding anything to
regain their trust.

10. 8. Redeem:
Deal with the complainer and
define exactly why and how
the situation happened (in
order to avoid such situations
in the future). Discuss
together what to do regarding
the refund and then how to
end up the anger and shut
down the crisis.

11. 9. Solution:
Commit to find a real solution that
would satisfy both parties – ACT!

12. 10. Online brand
awareness:
Continue to engage and brainstorm
with the public online as much as
possible, highlight positive actions
and feedback to effectively restore
and enhance the brand image.
Doing this, the public will understand
that the company has learnt from the
lesson and is now doing its
best, building strong relationship:
the crisis could finally have a
positive outcome.