Ryanair 2016 Annual Report Download - page 34

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34
Ryanair is Europe’s No 1 customer service airline with the following Customer Service statistics in the financial year
to March 2016:
Over 90% On Time Performance (“OTP”)
Less than 1.1 complaints per 1,000 passengers
Less than 0.5 bag complaints per 1,000 passengers
Over 99% complaints answered within 7 days
Ryanair’s on time performance (“OTP”) for the last five years is as follows:
Year
OTP
E.U. Rank
FY 2016
90%
No. 1
FY 2015
90%
No. 1
FY 2014
92%
No. 1
FY 2013
91%
No. 1
FY 2012
91%
No. 1
6. Corporate Governance
For a detailed description of the corporate governance procedures and structures in place within the Group, please refer
to the Corporate Governance statement on page 13 of this annual report.