Ryanair on AWS

Ryanair’s business model is simple: keep costs low and customer satisfaction high. The airline—Europe’s largest—operates 3,600 flights a day to destinations in over 40 countries. An AWS customer, Ryanair embraces cloud technology to drive efficiency and innovation. The company developed an employee app that’s improved satisfaction and productivity. Its systems engineers realized savings of 65 percent and increased backup reliability. And, using machine learning service, customer care agents have more time to deliver the human touch wherever it’s needed.

Ryanair implemented an AI-powered customer service solution using Amazon Bedrock AgentCore and Amazon Nova 2 Lite, working alongside AWS Partner Cation Consulting. The solution now handles 120,000 customer chat interactions daily across seven languages, achieving an 80% containment rate. Combined with Amazon Connect voice transformation, the omnichannel platform delivers a reduction of customer service agents per passengers carried by 70 percent and creates a foundation for post-booking ancillary revenue generation.

Juan Valdés Gayo, Head of Software Development at Ryanair Labs, explains how the airline transformed its technological infrastructure by migrating from an on-premise data center in Ireland to Amazon Web Services (AWS). With the support of AWS Graviton specialists, they achieved a seamless migration of their Java and Go services, moving from testing to production in just a few weeks. This transition not only reduced costs by 30% but also improved the latency and response times of their critical applications, optimizing both the passenger experience and operational efficiency.

For Ryanair, every exceptional customer experience starts with exceptional employee experience. So the airline built an employee app, leveraging Amazon Web Services (AWS) AI solutions including Amazon Bedrock to boost workforce productivity and satisfaction. Plus, using Amazon Connect , it’s streamlining customer service processes to increase efficiency, improve customer interactions, and drive growth.

Using AWS serverless services and “working backwards from the customer” methodology, Ryanair designed its Ryanair Connect app, which helps cabin crew manage their work-lives from one place. More than 15,000 staff now use the app, giving them real-time visibility of their schedules and flight details.

Ryanair collaborated with Manchester Airports Group (MAG) and Amazon Web Services (AWS) to enhance the travel experience for passengers. Developing an event-driven gate system using Amazon Managed Streaming for Apache Kafka (Amazon MSK), customers traveling through MAG airports get live gate information as soon as it’s available.

Ultra low-cost air carrier Ryanair operates a fleet of over 600 aircraft, connecting more than 240 destinations in 40 countries in Europe, North Africa, and the Middle East. It’s the largest airline in Europe.