Ryanair's Oversized Bag Policy Raises Trust Concerns

Ryanair's stance on oversized cabin bags has created a trust issue with passengers and the public. The airline has built its reputation on straight speaking, offering no-frills services and clear expectations. However, its incentive for staff to identify oversized bags and subsequent denial of a senior executive's commission statement has raised concerns about transparency and honesty. Ryanair's unique selling point of straight speaking is now under scrutiny, as passengers question whether they can trust the airline's word.

Ryanair, the low-cost airline known for its straightforward approach and no-frills services, has recently faced a significant trust issue due to its stance on oversized cabin bags. The airline's reputation, built on transparency and clear communication, is now under scrutiny following the revelation that a senior executive made a false statement regarding staff commissions for oversized bags.

The controversy began when Ryanair's senior executive claimed that the airline does not pay staff commissions for oversized cabin bags. However, it was later discovered that this statement was untrue, and the airline has since been criticized for not addressing the inaccuracy promptly. The airline's policy of incentivizing staff to identify oversized bags has been in place for some time, and the denial of the commission statement has led to concerns about the airline's honesty and transparency.

The incident has raised questions about whether passengers can trust Ryanair's word, especially given the airline's reputation for blunt and straightforward communication. The airline's unique selling point of "straight speaking" is now under scrutiny, as passengers and the public question the airline's commitment to transparency.

In addition to the trust issue, Ryanair has also faced criticism for its handling of a flight cancellation case. A passenger booked a flight from Tel Aviv to Milan but had their flight canceled by Ryanair. Despite being entitled to a full cash refund under EU Regulation 261, the passenger was forced into a two-month battle with the airline, which refused to process the refund. The passenger eventually initiated a credit card chargeback and filed a formal complaint with European airline regulators.

The trust issue and the flight cancellation case highlight the challenges Ryanair faces in maintaining its reputation for straightforward communication and customer service. As the airline continues to streamline operations and implement cost-saving measures, it must also ensure that it maintains the trust of its passengers and the public.

References:
[1] https://www.irishtimes.com/business/2025/07/29/for-once-ryanair-needs-to-say-sorry/
[2] https://ie.trustpilot.com/review/www.ryanair.com?page=6