Famous British presenter on the occasion of her vacation in Greece: “Never again with Ryanair… only Jet2”

Retail consultant and TV presenter Mary Portas said she will “never fly” again with Ryanair after a recent experience at the airport, in contrast to the high level of customer service she received from Jet2.

In a video she posted on her Instagram account, Portas said that the service levels between the two airlines “couldn’t be more different” during her same holiday in Greece this summer. “I will never fly with Ryanair again. Jet2 did it. I saw two opposite ends,” she said.

He added, “There are two types of businesses in this life. Those that say, ‘Yes, we will try to help our customers,’ and those that say, ‘No.’ “Those that empower their teams and those that give them a rule. Those who pretend to be customer-centric and those who are really. Those who start with the customer and those who don’t. Jet 2 is the first. Ryanair is the second.”

Portas flew with Ryanair and returned with Jet2.com. In both cases, her luggage “slightly exceeded” the allowed luggage limit.

In a video she posted, she said that when she arrived at the Ryanair counter, the employee told her that she would have to pay £50 for exceeding the allowed luggage limit.

“Without blinking, they told me, ‘You have to pay an extra £50.'” There was no courtesy, no way to avoid it, no guidance. I felt like I didn’t want to be here,” she said.

A Ryanair spokesperson said: “As the passenger herself states, her baggage ‘slightly protrudes’ from the allowed dimensions to fit into our bins. Therefore, she was rightly asked to pay the baggage fee.”

On her way home with the same luggage, Portas said there were no problems with her Jet2 flight and that she was greeted by friendly airport staff.

“I just checked in with Jet2. My experience couldn’t be more different. My luggage was slightly over the limit, and the girl said, “No problem.” Then a man waved us over with a smile and said, “Are you flying with Jet2?”

A Jet2 spokesperson said: “Such positive feedback is no surprise to the independent travel agents we work with, who know their customers are in good hands when booking with Jet2holidays. Customers work hard all year to enjoy the vacation they deserve, and our amazing colleagues take the lead when it comes to taking care of them and creating the best possible experience. We are very pleased to receive such positive feedback and we look forward to welcoming Mary back on board.”