Ryanair caught in row over passenger’s race abuse
Airline criticised for failing to remove man hurling insults before take-off
Ryanair has come under fire for failing to remove a passenger who racially abused an elderly woman aboard a flight on Friday afternoon.
The Irish carrier was criticised by passengers for its handling of the situation on board a Ryanair flight from Barcelona to Stansted airport and for not removing the man from the aircraft. A crew member did attempt to intervene in the dispute but did not resolve the situation, or remove the passenger.
The incident, which came ahead of the company releasing its half-year results on Monday, will be a blow to the budget airline’s efforts to improve its reputation through its “Always Getting Better” campaign.
“The cabin crew were young. The man just overpowered them,” David Lawrence, who recorded part of the incident on video, told the Financial Times. “I’m sure there was some sort of training in place by Ryanair. I was expecting them to put that into place and follow proper procedures — ie: call the police. But they didn’t.”
The incident took place as passengers boarded a flight on Friday afternoon. The man attempted to pass the woman who was seated in an aisle seat. An argument broke out between the man and the woman and her daughter when the woman supposedly took too long to move.
“He was speaking about her race, saying . . . all these derogatory things. I couldn’t believe it,” Mr Lawrence said.
Shadow transport minister Karl Turner said he would be writing to Ryanair and the aviation minister Liz Sugg “to ask what they’ve done about this”.
“Clearly committed criminal offences,” he said on Twitter. “Needs to be charged and fast.”
The male passenger has not been identified and has not responded to the incident.
Ryanair said it had reported the incident to the police in Essex. “As this is now a police matter, we cannot comment further,” it added. It had previously stated that it would not tolerate “unruly behaviour” on its aircraft.
The carrier’s low-cost strategy has previously led it put low prices ahead of customer service — “we’re low-cost, mean bastards” the airline’s chief marketing officer Kenny Jacobs said earlier this year.
But it has tried to move away from this uncaring image in recent years. It launched its “Always Getting Better” initiative in 2014 following two profit warnings in 2013. It hoped the shift would improve its brand image, presenting a friendlier face and being “nicer” to customers.
The airline has suffered a series PR problems over the past year.
A mix up in its pilot rostering last year led to more than 20,000 flights being cancelled. The airline was then pressured into recognising trade unions — despite previous assertions by chief executive Michael O’Leary that hell would “freeze over” and he would cut his arms off before this happened.
But the airline has struggled to reach agreements with most unions and has suffered a series of strikes in recent months.
Earlier this month it issued another profit warning on the back of weakened “customer confidence” which it said had been “affected by fear of further strikes”.
Ryanair ranked 64th in the Skytrax 2018 World Airline Awards and 67th in the AirHelp Worldwide 2018 rankings. It was placed bottom of the latest Which? customer satisfaction survey in December 2017.