So just what is wrong with Ryanair?

So as a family we have just been to Dublin – for the first time ever we have managed to fly from East Midlands Airport. Now that shouldn’t be a major achievement, but our experience as a family has been that cheap flights and school holiday time just don’t translate into cheap flights from EMA (especially with BMI Baby). I am somewhat of a cheap flight ‘tart’, I will drive to another airport if it saves us money – frequently we have flown from Luton, Stansted or Birmingham, and in all cases the saving over EMA has been significant. So we were off to a good start this time with the location for our flights and the fact that they were cheap!

I am also a fan of the budget airlines, we have never had a bad experience! At one time I would have thought that this was the kiss of death – but not now. Every holiday in recent years (apart from two trips to the USA) have been via either EasyJet or Ryanair. Now if you believe the popular press travelling by either of these carriers is a torrid affair, with lots of hidden extras. In fact a minefield ready to get you!

Yes when booking there are lots of pages to say no to on the websites (and yes I think Ryanair have the most), but the flights are cheap! If you want to basically pay and fly without any ‘hassle’ fly with BA – just don’t complain about it costing more!

On this visit to Dublin the check in with Ryanair was swift and painless (we had as usual followed the instructions and printed out our documents before leaving home). The plane was modern, clean and on time – the crew were also perfectly civil. We didn’t buy food or drink on board – if you do and then complain about the cost you are an idiot – buy it before flying if you must have food!

So can someone please explain to me the downside of budget airlines? My belief is that many of the people who have ‘issues’ have probably failed to follow the ‘rules’ – and if you don’t then you pay the price – literally!

For once therefore I am not complaining, I actually think budget airlines are much maligned and provide a brilliant service (take note VirginMedia).

 

Guinness Storehouse – a good attraction?

On our last day in Dublin I got my way and was allowed to go to the Guinness Storehouse – basically this is the Guinness visitor centre and a Mecca for the lover of Guinness. The centre is in the heart of the brewery on the south side of the city, and comprises a multi level experience the very top of which is a 360 degree bar with amazing views across the city – it is a great conversion and re-use of an old industrial building.

Now as a lover of the black stuff I was always going to be impressed by the experience – and to be honest it is well presented. The whole concept is clever – you pass up through a tower which is shaped like a beer glass, the explanation of how Guinness is made, what makes it special, and its history is told as well as any visitor centre the world over. And finishing up with a ‘free pint’ is always going to attract people!

There is also a large retail area on the ground floor (no surprise there!).

As a bloke I was easily impressed (free beer – need I say more?), however my wifes comments were quite telling. As you pass up the building the areas become more about the marketing and uses of Guinness. Areas which are probably of less interest to the males on the tour – but actually interested my wife – they included a section related to cooking with Guinness. But, it was unmanned (they do demos) and the recipe cards were in short supply or had run out – a small point but to a company as large as Guinness pretty shoddy.

Also there were interactive screens and information points which weren’t working – this was commented on by my son – he is too young to drink, but would have shown an interest if the units were working.

So a potentially great visitor attraction which appears to be slightly unloved – a shame as it should be a real showpiece for Dublin. And the Guinness? Yes, it does taste better in Ireland!

 

Every city should have one!

Reading Tim Garratt’s blog recent blog post about cities and their USP’s set me thinking especially when visiting a city which is as famous as Dublin. It is a ‘dog eat dog’ world and therefore all cities need something to make them stand out from the crowd.

This is equally important in the world of tourism, Nottingham has Robin Hood, Dublin has Guinness and Leprechaun’s. Unfortunately this is where the similarity ends since the demise of the Tales of Robin in Nottingham we have nothing to really attract visitors.

In Dublin I have been to the National Leprauchan Museum – this has a similar feel to our old Tales of Robin Hood, it isn’t high tech, but it provides a bit of fun and enforces the whole ‘Irish thing’. It has a lovely friendly feel in the way that it is done, with personal story telling as you go round. The room full of giant furniture to let you feel how being only three feet tall feels is also great fun.

This is not a technically advanced visitor centre, but it strikes the right balance between ‘cheesy’ and fun. If Nottingham is to fight above its weight it needs to sort out a proper visitor attraction. Perhaps something for our new elected mayor to work on if we get one?

 

Dublin – first impressions

We are visiting Ireland as a family for the first time this Easter, more specifically the city of Dublin. I have heard many things from others about Dublin – predominantly based around the Guiness, but also the architecture.

So it was with great interest that I took my first steps around the city yesterday. First impressions are of a very friendly city (the Irish are very helpful), it is also generally of a more human scale. Most retail outlets still appear to be in older units – so are smaller and more old fashioned in feel. So far we have only explored South of the river, so things may be different on the North bank!

This is also a very photogenic city, the bars are all colourful and the river has some nice bridges and buildings flanking it. I can see my camera will be busy over the next few days!

What is for sure however is that we will be Guinness free today – it’s Good Friday and this is a Catholic country so it is dry today!

 

A reflection on customer service

Talk is cheap - it's actions that count

The events of the last two weeks have set me wondering if we actually have any interest in our customers in the UK? My torrid experiences with Virgin can’t be the norm surely?

This has set me thinking and looking in my everyday life for examples of good customer care – going the extra yard for your client perhaps, or just being pleasant and thoughtful in the world of business. One of the things that people often complain about with Americans is that they are always so ‘insincere’ when they deal with you. I don’t agree, at least they are friendly and keen to help, it always strikes me that whatever their job they do it to their best and take pride – is this something lacking in the UK?

My experience with Virgin left me feeling somewhat ‘grubby’, they tried to make me feel guilty for chasing them – they were doing their best apparently (and it is quite likely they were) so I should wait. They were very good at saying sorry, to the point that it became meaningless. What ever happened to the client comes first? Call them to let them know what is going on – even if you don’t have any real news. The client will be grateful for the contact because it shows you are on the case – and dare I say, you are interested and care!

I am currently in Dublin, this is my first visit to Ireland and it is interesting to compare what is their capital city and its friendliness with London – is there any comparison? No!

Since arriving I have found the Irish to be very warm and friendly, they are keen to help and provide just that little bit extra. Not something that would be common in London! Do we perhaps still have a ‘bit of a chip on our shoulders’ as a race? We do still like to think we run the world – we don’t!

Perhaps just a bit of good old-fashioned humility and consideration would go a long way in the UK?