On May 8th, Ryanair announced via Twitter that it would no longer allow customers to contact the airline's customer service department on the social media platform. By disabling Twitter direct messaging, the airline has limited the number of methods passengers may use to contact customer service. The airline claims that it did so due to recent changes in the network's policies. Ryanair is not the first airline to do this, nor is it likely to be the last.

Disabling direct messaging

The tweet from Ryanair stated that direct messaging to customer service on Twitter is now unavailable without indicating for how long it will be out of use. It is unlikely that the airline will reopen this communication method without Twitter making considerable changes to recently implemented policies.

The airline has yet to release details concerning the effects recent changes in Twitter's policies have had on its services. However, Ryanair has likely disabled the messaging services due to changes in the social media platform's API (application programming interfaces) conditions. The API changes adjusted the platform's account tiers, assigning companies such as airlines top-tier accounts, otherwise known as Enterprise accounts.

Other airlines have reported that the new terms and conditions have prevented them from utilizing external protected messaging systems. Without these protections, airlines cannot safely discuss personal information with customers. Simple Flying has reached out to Ryanair concerning its choice to remove access to customer service personnel via Twitter direct message. This article will be updated once a response has been received.

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Alternative messaging options

Regardless of the airline's reasoning, customers are still left with several ways to contact customer service. Ryanair's website states that the preferred method of contacting customer services is by messaging its ChatBOT. This automated service is available 24/7.

Ryanair Boeing 737
Photo: Tom Boon | Simple Flying

As we all know, automatic messaging services are incredibly limited in handling complex situations. For that reason, the airline has customer service agents available every day, Monday through Friday, from 07:00 to 22:00 CET. Agents are also available on weekends for shorter periods. Throughout most of the day, customers can also call the airline. Lastly, passengers can submit a query form online through the company's website.

Previous announcements

Twitter has been a popular site for airlines as its direct messaging services have provided customers with a convenient way to contact customer service personnel. However, since the company released its new terms and conditions on March 30th, various airlines have reported problems with continued use of the service.

Last week KLM UK reported that it would be disabling its direct messaging services on the site. It cited that the recent policy changes made it unsafe to discuss customers' personal information on the site. Several days before KLM's announcement Air France stated that its customers could no longer access customer service via Twitter's direct messaging services. The French flag carrier also cited the recent changes in Twitter's policies as the reason it has removed the service.

What do you think of Ryanair removing its customer service contact on Twitter? Let us know in the comments below.

  • Ryanair Boeing 737
    Ryanair
    IATA/ICAO Code:
    FR/RYR
    Airline Type:
    Low-Cost Carrier
    Hub(s):
    Dublin Airport, London Stansted Airport, Milan Bergamo Airport
    Year Founded:
    1985
    Airline Group:
    Ryanair Group
    CEO:
    Eddie Wilson
    Country:
    Ireland