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customer experience

Ryanair drops from top 100 Irish brands list after seating-allocation storm

Meanwhile, Irish Credit Unions topped the list for the third year in a row.

90349698_90349698 (1) Sam Boal via Sam Boal via

IRISH CREDIT UNION remains at the top of the best Irish brands while Ryanair has plummeted down the list, according to Amárach research based on customer experiences.

Lush Cosmetics and An Post retained 2nd and 3rd place respectively for two years in a row, and pharmacy Boots Ireland also made the top ten (fifth best brand).

Amazon, Netflix and Argos have also shot up from the depths of the list to also make it into the top ten best brands for customer service.

brands CX Irish Customer Experience Report Irish Customer Experience Report

But travel companies Mytaxi, previously Hailo, and Ryanair fell dramatically in this year’s brand research.

Mytaxi, which was described as “a star performer in the first survey in 2015″, is now one of the biggest fallers, tumbling 94 places out of the Top 100 to 137.

“They didn’t get the drivers on board with the new app and now with the introduction of new charges and reports of declining service levels they may well struggle to get passengers on board as well,” said Michael Killeen, chairman of CX Company, which carried out the research.

PA-32933590 Niall Carson via PA Images Niall Carson via PA Images

Low-budget airline Ryanair is down 38 places and also out of the Top 100 (115).

This was apparently caused by the company’s handling of an allocated seating amidst claims that the airline splits up families to force people to pay extra for seats together.

Customers just didn’t believe its explanation of the way seats are pre-allocated.

The survey was carried out in June, so current flight cancellations would not have been announced and wouldn’t have been reflected in the customer experience research.

“The flight cancellation story is a much more serious affair and will surely see the airline slide further,” Killeen added.

Industrial action from earlier in the year that left many consumers stranded had a knock-on effect on brands such as Irish Rail, Bus Éireann and Dublin Bus while dissatisfaction with airport delays saw the Dublin Airport Authority fall 55 places to 109.

Read: ‘Stop whingeing’: Michael O’Leary dismisses complaints over Ryanair allocated seating policy

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