The document provides guidance on how to respond to negative comments from unhappy customers on social media. It advises to evaluate the importance of complaints, respond quickly if issues are being widely shared, and address problems calmly without being aggressive. The response should emphasize with the customer's feelings, explain policies clearly but open to discussion, and offer solutions like vouchers to turn negative perceptions positive.

1. UNHAPPY CUSTOMER OF RYANAIR

2.  Having a constant look on the social medias,
websites…
 Study the different type of comments posted
on it.
 Identify a potential problems.
 Action plan

3.  Evaluate the importance of the complains.
 Is it interesting for us to respond?
 How many people have seen it? Comment or
share? A lot
 Is there a quick buzz around it which could
have an impact on our customers? Yes!

4.  Do not let people think that it is possibility
true or without any explications.
If you don’t move, people will think that it is
true or you don’t care (= bad reputation)
 More they have time more they will share the
information. We have to take some of them
on our side.

5.  Be clear about the Ryanair principles
 Natural
 Present yourself
 Not too scientist
 Not too child
 Emphasize with the unfair feeling

6.  DO NOT be aggressive in your response.
 DO NOT look unconcern by the situation.
 Explain calmly the situation
 Point out the problem of the company policy
on this case
 Open a conversation to deal the problem

7.  DO NOT propose private
conversation, people have to see that you
are dealing with the problem, you are
concern
 Word to mouth can change from a bad one
to a good one.
 DO NOT let the customer leave without
having solve the problem.
 Keep the conversation by emphasize

8.  Explain that you understand her state of
mind but that the company cannot go back
on this.
 Show real emphasize and Apologize!
 Explain that you are sorry about what
happened and that normally the company
always find a solution.

9.  Show proofs of what you say about the
company:
- Social medias
- Comments on websites
- Statistics…
 Point out your good reputation on services.

10.  Propose her to make it right & to find a nice
solution together.
 Offer a VIP pass for the next travel with the
company.
 Or the repayment of the fees on her next
travel on Ryanair.

11.  Bad word to mouth can be change in positive
aspect for the company.
 Learn that we must take care of our social
media.
 Improve our service for the customers online
 Make people go on your side and being
understanding.