I was in what might generously be called a plane collision last weekend. In truth, the episode was hardly a dramatic one – whilst taxiing out to the runway, the pilot somehow managed to hit the skywalk we’d come in on with the wing of the plane. The pilot came over the intercom to apologise for the incident, and declared the plane unflightworthy as a result. We then filed back into the airport to await further instruction.
What happened next was far more dramatic than the collision – in scenes reminiscent of the Fall of Saigon in 1975, the couple hundred people on the flight converged on the small Ryanair office at Valencia airport, in an attempt to secure a seat on the next flight out.
Information was scarce – the few harassed staff who were unfortunate enough to be on duty that night were ill-prepared for the situation at best. Awaiting word from Dublin, all they could do was ask everyone to wait while they worked out what to do next. Eventually, they offered refunds for those who wanted them, and seats on flights two or three days later to those who were prepared to wait. Accommodation and meals, they said, would be reimbursed. They wouldn’t lay on a new plane, not today, nor the next. Cue chaos. Anyone attempting to transfer their ticket onto a later flight was in for a fight – everyone had a reason to leave immediately, no-one could believe the organisation could be so bad, not a single person was happy, most were angry.
I opted for the refund, and then phoned a friend in London who managed to book me onto a flight the next day via the internet. Needless to say, it cost almost five times as much as the original return flight.
But, you get what you pay for. I knew what I was doing when I bought my flight. I’d paid less than £50 to get to Spain and back. I was happy with my purchase. I wasn’t happy when it went wrong. And the thing is, that was my problem. Not Ryanair’s.
Michael O’Leary is often portrayed as a pantomime villain in the media, and it’s a brand position he clearly relishes, dressing up as he does for press conferences, mugging for the cameras. Stories of staff having to pay for uniforms, disabled passengers being forced to pay to have their wheelchairs taken on board, charging everyone for checked luggage and so on are commonplace. He’s cutting costs and he’s proud of it. And Ryanair are doing very well.
The thing is, usually, when you buy a brand, you’re also paying for what happens when that brand goes wrong. But not with Ryanair. With Ryanair, you’re only paying for what happens when the brand gets it right. So if it’s true that you only really experience a brand when something goes wrong, by that reckoning, Ryanair is a shambles of a brand, managing, with O’Leary’s pantomime antics, to distract us from the truth. It’s an interesting business model. For the price of few stage props, he’s saving millions. Bread and circuses.
Ryanair call themselves the low fares airline, which is a pretty accurate description. I think the problem is that what we don’t think about is the cost of that fare. Of course, everyone wants cheap flights. But I wonder if the price we’re paying is higher than we realise. I’m not talking about taxes or the cost of finding your way from whatever outlying airport Ryanair actually fly to, I’m talking about what it costs us in terms of our future expectations, not just of Ryanair, or airlines, but the brands we interact with every day of our lives.
Ultimately, we shouldn’t blame O’Leary. He is merely giving us what we want, exploiting a situation. We will always want what he has to offer. And the dozens of people converging on the Ryanair desk that night should have understood that: we didn’t deserve better, we deserved what we paid for. We deserved Ryanair.
So I’m wondering: shouldn’t we expect more? Shouldn’t we be willing to pay more for the intangible possibility of a problem? Shouldn’t we be paying for brand integrity? Isn’t it time we grew up, gave up on cheap?
Two hundred unhappy people in the world. Two hundred slightly more cynical people. That was the cost of that £50 Ryanair flight. I think it’s too high a cost. I don’t think it’s worth it.
I think the world deserves better.