Ryanair Saves Hours on Recruitment and Training with Solidroad
Industry
Travel
Customer
Marcelo Filippi
Contact Center Relationship Manager
User since
Aug 2025
Ryanair is Europe’s largest low-cost carrier, operating a multilingual contact center responsible for keeping more than 100 million passengers moving each year.
But as support volume surged, especially during seasonal peaks, their manual recruitment, training, and QA processes couldn’t keep up. Long agent hiring interviews, spreadsheet-based assessments, and limited visibility into language and interaction quality were creating bottlenecks across a team that needed to scale fast. By introducing Solidroad’s AI-driven simulations and automated scoring into both hiring and training, Ryanair cut interview times in half, standardized quality expectations across languages, and freed managers to focus on coaching rather than manual review.
The challenge
Manual processes couldn't match Ryanair's pace
As Europe’s busiest airline, Ryanair needed a way to hire staff quickly without sacrificing their high quality bar. Traditional support agent interviews had become too time-consuming, especially when recruiting in large cohorts. Once agents were hired, the quality of their training varied, and with thousands of agents handling multilingual interactions, there simply wasn’t enough capacity to manually review work or evaluate language, grammar, and tone with consistency.
“We couldn’t afford to spend time manually reviewing training exercises or agent interviews.”
Marcelo Filippi
Contact Center Relationship Manager
WHY SOLIDROAD?
Putting recruitment on autopilot
Ryanair turned to Solidroad to automate the earliest stages of the hiring process and bring structure, speed, and objectivity to agent evaluation. Candidates now complete realistic customer service simulations before they ever speak with a recruiter, giving hiring managers instant insight into language ability, tone, and problem-solving skills. Automated scoring and summaries allow quick, consistent decisions without requiring anyone to read through every response. The result is a smarter, faster, more scalable way to screen candidates, and a more accurate picture of agent quality from the outset.
SOLUTION
Powering the quality pipeline
Ryanair now uses Solidroad across two critical workflows. In recruitment, candidates complete simulations modeled on real customer scenarios, giving managers a data-backed understanding of communication skills before interviews begin. This shift has reduced interview times from 30 minutes to 15, saving 38 recruiting hours in a single 100-candidate hiring day. In training and QA, Solidroad identifies language, grammar, and interaction issues with precision, helping managers coach more effectively across multilingual and multicultural teams. Automated scoring removes repetitive administrative tasks, allowing leaders to concentrate on the parts of coaching that matter most.
“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 Center Relationship Manager
RESULT
Impact on arrival
Since rolling out Solidroad, Ryanair has seen measurable improvements at scale. Interview times have been cut by half, delivering major time savings during large hiring cycles. Automated scoring has given managers more confidence in their hiring decisions and improved consistency in agent communication across languages and markets. Freed from manual reviews, managers are able to invest more energy into strategic performance development rather than administrative overhead.
CONCLUSION
A transformed agent lifecycle
By integrating Solidroad into both recruitment and training, Ryanair has transformed how it evaluates, selects, and supports its growing customer service workforce. Recruitment is faster and more consistent, training is more personalized and data-driven, and managers now spend their time where it has the greatest impact. The result is a more scalable, efficient, and high-performing operation, built to support the needs of Europe’s largest airline.
“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 Center Relationship Manager
© 2025 Solidroad Inc. All Rights Reserved