No-frills airline Ryanair has pledged to upgrade its customer service with a series of improvements for passengers including a promise to pay refunds for cancelled flights within five working days.

The carrier claimed the changes will provide easy access to all flight information when customers require help the most.

It has also introduced a ‘Day of Travel’ assistant on its Ryanair app, which will feature live videos and webcasts during major disruptions, updates on new departure times or re-routings and live information on airport, terminal, flight and gate information.

Ryanair, which carries 225 million passengers a year, also promised to improve access to boarding passes and other travel documents.

The changes are part of a digital self-service hub, where passengers can resolve problems using “improved chat, FAQs, and new self-help videos” with customers able to track updates on claims and issues with customer service.

A customer advisory panel, which will meet twice a year, has also been formed to provide “recommendations for future customer-led initiatives”.

Ryanair’s director of marketing Dara Brady said: “We are pleased to launch these innovative customer improvements which will enhance the travel experience of our guests. Driven by customer panel input, these improvements allow our guests to self-serve online when changing flight dates or passengers’ names, updating contact info or adding bags/seats.

"For customers who need extra assistance they can now track their interactions with Ryanair across calls/email/chat/social and receive live status updates online.

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"Our new Day of Travel Assistant will make travel easier and hassle free with live updates on departure times, terminals and specific gate info for boarding. In the small number of cases where we suffer disruption, customers will receive regular updates including live video and webcasts from our Ops Centre.

"In rare cases of cancellations, customers who request a refund will now get confirmation and access to it within 24 hours in myRyanair and will be refunded to the original form of payment within five working days."

Here are the Ryanair changes in full:

‘Day of Travel’ App:
Digital Self-Service Hub:
myRyanair Wallet:
Refund Commitment:
Customer Panel:

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