How have airlines communicated about the recent volcano ash crisis?
I was one of the stranded passengers in Europe and just made it home tonight. During the last few days I followed what info I could get from various websites. Information from the different airlines was very different. I am a frequent flyer (KLM/AirFrance Platinum, Star Alliance Gold, etc.), who used to be skeptical about cheap carriers in relations to service. But I was very positively impressed by the way Ryanair tackled the crisis on their website. They showed true concern for passengers and made very specific claims about their determination (and their specific instructions to airports and own personnel) to “fill the planes” as soon as airspace would open, to get as many passengers as possible home. The other airlines were providing (confused and conflicting) updates every so many hours, but were defensive and not very constructive. Ryanair seem to be the only ones to talk a customer friendly language, focussing their message on getting people home and filling planes. I don’t know
