10 points Plan on what Ryan Air should have done to handle the guest complaint :
1- Apologize publicly to the family, so that the other guest can see that you are doing something
2- Start an open discussion explaining Ryan Air policy about boarding pass and why she had to pay extra fee.
3- Understand why the guest is unhappy
4- Offer a solution to the family ( for example 10% off for their next trip)
5- Remind to stay courteous and comprehensive in your dialogue
6- Use reviews of happy customers to highlight the fact that you are a good company
7- Allow other customer to interact in the discussion
8- Remember that every customer is important for you and that you must make them loyal
9 - Remember the audience you are speaking to is a unhappy traveler, so engage a conversation accordingly to it, by first of all apologizing and being comprehensive
10- Answer to the complaint within 24 hours
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