According to an article from the DailyMail UK, “Ryanair staff have been told to increase the company’s profits by avoiding giving change back to passengers when selling them things from the trolley.
Cabin crew are encouraged to follow a ‘keep the change’ policy in a training document.
It is suggested they mislead passengers by claiming to have ‘no change left’ when they sell food or drink.
Staff are encouraged to tell passengers to spend the money on one of the airline’s own scratchcards or an item worth the same amount as the change owed.
The advice is contained in a document called Ryanair Sales Tips, produced by Retail In Motion, a company calling itself an ‘in-flight retail specialist’.
The company is employed by airlines to tailor the products sold on flights, to devise menus and provide sales advice.
Under the heading ‘Have you tried these?’ the A4 document reads: ‘Keep the change! A simple and effective method to help boost your passenger spend count.
‘If you owe someone €2.00 advise that you are short of change right now, and can return the change at the end of the service.
‘Or ask them if you would like to purchase a scratchcard, or something to the value of €2.00.
‘If it doesn’t work then don’t worry, at least you tried.’
The airline’s controversial boss Michael O’Leary is renowned for his revenue-enhancing ideas that aim to increase turnover and lower costs.
A Ryanair spokesman described the sales advice as ‘a training document used by a third party’.
The company admitted it still worked with Retail In Motion but the contents of the paper have been amended.
‘Ryanair’s policy is that change is returned immediately to passengers,’ added the spokesman.
‘Or if no change is available, the cabin crew note the seat number and the change due, and it is always returned before the end of the flight.’
Because of this, I will never fly Ryanair. I think this low budget airline is really cutting costs the wrong way and also rubbing passengers the wrong way. What do you think?