Retail expert Mary Portas says 'never again' with Ryanair as she praises Jet2

Well-known retail consultant and broadcaster Mary Portas has said she will “never fly” with Ryanair again after a recent airport experience, contrasting it with the high level of customer service she received from Jet2.com.

 

In a damning video posted on her Instagram account, Portas said the service levels between the two airlines “couldn’t be more different” on the same holiday to Greece this summer.

 

“I will never fly Ryanair again; Jet2 has nailed it. I have seen two polar opposites,” she said.

 

She added: “In this life there are two kinds of businesses. Those who say ‘yes, we will try to help customers’ and those who say ‘no’.

 

“Those who empower their teams and those who give them a rulebook.

 

“Those who pretend to be customer centric and those who really are.

 

“Those who start with the customer and those who don’t. Jet 2 is the first. Ryanair is the latter.”

 

Portas flew out with Ryanair and returned on Jet2.com. In both cases, her luggage “slightly exceeded” the luggage allowance.

 

Speaking in a video post, she said that when she arrived at the Ryanair check-in desk the assistant told her she would have to pay £50 for exceeding the luggage allowance.

 

“Without batting an eyelid, I was told, ‘You have to pay £50 more’. There was no charm, no way to work around it, no guidance. I felt like ‘I don’t want to be here’,” she said.

 

A Ryanair spokesperson said: “As this passenger herself states, her bag was ‘slightly’ over the permitted dimensions to fit into our sizers.

 

“Therefore, she was correctly required to pay a gate bag fee.”

 

On her way home, with the same luggage, Portas said there were no issues flying with Jet2 and she was welcomed at the airport by friendly staff.

 

“I have just checked in with Jet2. My experience could not be more different. I was slightly over [the luggage limit] and the girl said ‘no problem’. Then a guy waved us in with a smile and said, ‘Are you flying with Jet2?’”

 

A Jet2 spokesperson said: “Such positive feedback won’t come as any surprise to our independent travel agent partners, who know that their customers are in the best hands when they book with Jet2holidays.

 

“Customers work hard all year to enjoy their well-deserved holidays, and our incredible colleagues lead the way when it comes to looking after them and making their experience the very best.

 

“We love receiving such great feedback and look forward to welcoming Mary onboard again soon.”