How Ryanair Saves Hours on Recruitment and Training
Industry
Travel
Customer
Marcelo Filippi
Contact Centre Relationship Manager
User since
Aug 2025
Ryanair is Europe’s largest low-cost carrier, fielding a multilingual contact-centre to keep 100 million-plus passengers moving.
Manual 30-minute interviews and spreadsheet QA buckled under seasonal volume, so the airline slotted Solidroad’s AI simulations into the first hiring gate and ongoing training. Interviews now run 15 minutes instead of 30, saving 38 recruiter hours in a single 100-candidate day, while auto-scored language-and-tone checks give managers cleaner data, tighter comms consistency, and more time for high-impact coaching.
The challenge
Manual recruitment and training couldn’t scale with Ryanair’s growth
As Europe’s busiest airline, Ryanair was struggling with the volume and speed required to effectively recruit, train, and assess agents across its growing in-house customer service team.
Manual training and interviews were too time-consuming at scale
With thousands of agents and high contact volume, there wasn’t capacity to review work manually
The team lacked a structured way to evaluate language, grammar, and interaction quality across a multilingual workforce
“We couldn’t afford to spend time manually reviewing training exercises or agent interviews.”
Marcelo Filippi
Contact Centre Relationship Manager
WHY SOLIDROAD?
Recruitment on Autopilot
Ryanair selected Solidroad to help automate both training and recruitment, starting from the very first stage of the hiring process.
Candidates receive real case simulations before interviews
Managers get instant scoring and feedback on each interaction
The system allows for quick, objective decision-making—without needing to manually read every reply
SOLUTION
How Solidroad Powers the Pipeline
Ryanair now uses Solidroad in two core areas:
1. Recruitment & Screening
Agents complete realistic customer service simulations before interviews
Hiring managers review results via automated scores and summaries
Interviews have been cut in half—from 30 minutes to just 15
2. Training & QA
Solidroad identifies specific language, grammar, and interaction issues
Helps managers improve agent performance across multilingual and multicultural teams
Removes repetitive admin tasks, allowing teams to focus on high-impact coaching
“We managed to fit Solidroad into the first stage of our recruitment process. Now, we know the quality and accuracy of candidates before the interview even begins.”
Marcelo Filippi
Contact Centre Relationship Manager
RESULT
Impact on Arrival
Since implementing Solidroad, Ryanair has seen immediate, measurable impact:
Interview times reduced by 50%, saving 38 hours in a single hiring cycle
More confident hiring decisions thanks to automated interaction scoring
Greater consistency in agent communication, especially across languages
Freed-up manager time, allowing focus on strategic work instead of manual reviews
CONCLUSION
Conclusion
By integrating Solidroad into recruitment and training, Ryanair has transformed how it builds and supports its growing customer service function.
Recruitment is now faster, more consistent, and more scalable
Training is automated and personalized, with actionable insights
Managers spend less time on admin and more on impact
“On a busy day, we interviewed 100 people. Solidroad saved me 38 hours by reducing interview time—because the technical element was already done.”
Marcelo Filippi
Contact Centre Relationship Manager
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