Ryanair and a Lesson in Company Manners

Jason Roe, a freelance web developer from Ireland, discovered a bug on the ryanair website, where published fares are reset to £0.00 if you have the voucher section open at the same time (I just tried this and it works!)

Anyway, one irate Ryanair staffer started posting comments on Jason's blog post with remarks including,
- "you’re an idiot and a liar!!"
- "If you would work in your pathetic life on a such big project in a such busy environment with so little resources, you would know that the most important is to have usual user behavior scenarios working rather than spending time on improbable and harmless things"
- "Defensive aggression of Ryanair stuff is less than offensive aggression of customers and each (staff) member gains this gradually."

Many other comments are clearly offensive and unappreciative of the fact that someone found a fault in Ryanair's booking system and reported it in good faith.

So - The Times caught this story and actually spoke to Ryanair about it - who in their amazing style, wrote this back (emphasis mine).
"Ryanair can confirm that a Ryanair staff member did engage in a blog discussion. It is Ryanair policy not to waste time and energy in corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again.

"Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel”.
Can I just say WOW. Not only did Ryanair confirm that one of their staff members interacted on that blog post, but they endorse it!

In the book The Rainmaker by John Grisham - a young man's family is fighting a giant insurance company to get a medical claim for a life threatening illness. The fictional insurance company sends him a letter in that book (made famous by the repeated emphasis the lawyer places on it in his lawsuit).
On seven prior occasions we have denied your claim in writing.
We now deny it for the eighth time. You must be stupid, stupid, stupid."
Everett Lufkin, vice-president of Claims.

This fictional letter also seems to symbolise how much Ryanair needs to change its culture if it is to be a better managed organisation and one with a longer term future.

Ryanair, I hope you take note.

P.S: Just seen - Ryanair CEO Michael O'Leary runs his car as a taxi so he can use bus lanes!

New look for the blog

Now that we're getting more visitors and the interest in this blog is growing, I thought I'll update the design (finally!) so that content can be better organised on these pages.

I have adapted the Nite life blogger template and used an interesting image by Annie Mole as the background.

Old Street is the tube station I travelled to everyday - others use Moorgate or Liverpool Street - and so this image represents the journey I took to Cass everyday.

Hope you like the new look.

Update: This blog now sports an even newer look!

City University Web Team Blog

Just noticed that City University's web team has a blog - pretty good too! 

I'm impressed.

Workshop: 'Turning Around Failed Banks' on 10 Feb.

Dr Wes Harry will be presenting a workshop on the topic 'Turning Round Failed Banks: the people dimensions' at Cass on Feb 10, Tuesday, between 1500 and 1700.

"The seminar will focus on how I, as the member of the top management team responsible for HRM, helped to create a strong reputable bank from four failed banks in the Middle East. The people dimensions are focused on management and staff but do include factors important to shareholders, governments, customers and others with whom a bank interacts. Although the seminar is aimed at researchers it might be of interest to others including those in management positions or studying business subjects. This will not be a case study as I can give information in the public domain but I will talk about issues and topics of relevance to the current financial situation and organisational survival and success. The room has not yet been allocated but probably in the Cass new building in Chiswell St- this will be confirmed later this week.If you would like to attend please contact me on wesharry [at] gmail [dot] com Best regards, Wes."

Image courtesy: gvraymond
Click on image to zoom in onto comments.

The current economic crisis and Saul Steinberg

Just noticed that Christoph Niemann had posted an I Lego NY post on his blog on the New York Times and someone in one of the comments compared it to Saul Steinberg's art.

So had a look at the Saul Steinberg Foundation page and got this off it: "Saul Steinberg (1914-1999) was one of America’s most beloved artists, renowned for the covers and drawings that appeared in The New Yorker for nearly six decades and for the drawings, paintings, prints, collages, and sculptures exhibited internationally in galleries and museums.

Take a look at some of his art in the gallery here

On the foundation's website, I found this one piece particularly fascinating - pretty representative of the current economic crisis in my opinion. Greed, achievement and more greed. And then Kaput.

(click on the image to go to its original source)