Family Extra Customer Service KPI’s

As part of our ‘Always Getting Better’ programme and our commitment to improve the customer
experience, we have launched Ryanair Family Extra which offers customers travelling with children a
great range of discounts and improved services when booking their flight. The success of this
initiative relies on positive customer service delivery by you, as the face of Ryanair.

When booking a flight with an accompanying adult, children receive 50% discounts off allocated
seats, checked bags, priority boarding and travel insurance when the accompanying adult purchases
the corresponding full price product. In addition, the infant fee has been reduced to €20 each way
and now has a 5kg infant baby bag allowance included, two free pieces of infant equipment are
allowed to be checked into the hold, and approved car seats can be used onboard when a seat is
booked. Bottle warming jugs are now available onboard to allow crews to warm baby bottles on
request.
Customer Service - Key Performance Indicators (KPI’S)
KPI’s are a measure of your performance. The 6 agreed KPIs for Inflight customer service are:

1. Personal welcome on board – Should be inviting to ensure the customer feels welcomed.
Greeting the customer, use of the customer’s name when appropriate with positive body language,
eye contact, smile, interact.
2. Staff Appearance – Professional image, take pride in your individual appearance from head to
toe. First impressions last.
3. Staff Friendliness – attitude a learned behaviour, make it positive, be generous, give smiles
unconditionally, active listening and positive responses, being proactive not reactive, show respect
by being considerate and thoughtful, the ability to interact with the passenger.
4. Personal goodbye on leaving the aircraft – genuine goodbye, interactive, positive body
language, eye contact, smile
5. Knowledge –crew member’s general knowledge of Ryanair’s policies and procedures and
products offered are essential in providing good customer service.
6. Proactive – crew should be proactive in helping customers – for example stowing hand baggage
to avoid space issues.

KPIs for assisting customers with children

Travelling with children can be stressful so your special attention should be given to these
customers.
When welcoming customers with children, acknowledge the child as well as the parent. To put the
child at ease you can alter your position – go down to their level, thus becoming approachable by
the child. Remember a smile works wonders.

• Remember customers travelling with infants may be doing so for the first time. Advise of
the on-board options – baby changing facilities, heating of bottles, infant seatbelt (and
how to use), and on certain occasions the use of car seats and postural supports.

Thank you for your help in delivering great inflight service to our customers !

Caroline Green - Director of Customer Service.