Airline Handbook Tells Flight Attendants to Claim They Have ‘no change left’ When Selling Food And Drink

Photo from the DailyMail UK article


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.

Photo from the DailyMail UK article

Photo from the DailyMail UK 

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?


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4 Comments on "Airline Handbook Tells Flight Attendants to Claim They Have ‘no change left’ When Selling Food And Drink"

  1. They do seem to piss everyone off… But the way I look at it is- I only have to deal with them for 50 minutes, but I get to fly to Scotland for $50.

    Can’t beat those prices.

  2. Really? You won’t fly with an airline because they are encouraged to sell you more stuff or return change at the end of the flight? What is so bad about that? Will you need that change before you land?

    Haven’t even read any other posts on this blog, but know I won’t be coming back after such a sensationalist, irrational post. Not sure if the Daily Mail article is worse.

  3. Pretty simple. Don’t like it? don’t fly ’em. You DO have that choice.

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