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The Rough Guide to Working for

Crewlink

Operating on Ryanair Aircraft


Ryanair – who are they?
Ryanair is Europe’s favourite airline, operating more than 1,600 daily flights from 73 bases, connecting 190
destinations in 30 countries and operating a fleet of more than 300 new Boeing 737-800 aircraft. Ryanair has recently
announced firm orders for a further 283 new Boeing 737 aircraft, as well as options for 100 more Boeing 737 MAX
200s, which will enable Ryanair to lower fares and grow traffic from 100m this year to 160m p.a. in 2024. Ryanair
currently has a team of more than 9,500 highly skilled aviation professionals, and has an industry leading 30-year
safety record.

What is the “Rough Guide”?


Well because anything else that claimed to give you all the answers would either put you to sleep or be out
of date before you finished reading it, this guide is not intended to give you all the answers but give you a
flavour of what it’s like to work for Crewlink Ireland Limited operating on Ryanair aircraft- what's expected,
what are the definite “no no's” and what you have to do to excel.
An Airline without the right people amounts to a bunch of aircraft. People at Ryanair are what really make
the difference. People here work harder, are more efficient and work smarter than anywhere else. When
these people implement Ryanair proven business formula the results are extraordinary and the rewards
and satisfaction are like nowhere else.
The “Turnaround and Inflight Procedures (TIPs) Manual” is an appendix of this guide and is specifically for
Cabin Crew only. All details of the “TIPs Manual” are non-safety related procedures which must be
followed.

TAKING TIME TO FIMILIARISE YOURSELF WITH THIS GUIDE WILL HELP


YOU:
 Get to know Ryanair and how they do business
 Understand the benefits on offer
 Understand some of the policies and procedures that apply to your employment

Does everything in this handbook apply to your contract of employment? - No. As the name suggests, this
handbook is intended purely as a guide for all employees contractually based with Crewlink Ireland Limited
You must clearly understand that the terms & conditions change from time to time. If you require any
clarification on what terms & benefits apply to your employment, then you should in the first instance
contact Crewlink Ireland Limited directly.
Amendments to this booklet (including Fact Sheets) are made periodically and it is your responsibility to
ensure that you are familiar with the most up to date version and the relevant sections that apply to your
contract of employment. To request an updated version, contact the Crewlink Ireland Limited Office.

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While the majority of this handbook deals with Ryanair issues, remember
That at all times you are a Crewlink Ireland Limited (CREWLINK IRELAND LIMITED) employee whose
services are contracted to Ryanair.
You have no contractual right to any of the benefits
Within this booklet unless they are expressly detailed in your contract of employment
Contents

1. How does Ryanair do Business? ....................................................................................... 4

2. What does everyone else do in Ryanair? ......................................................................... 5

3. Benefits .......................................................................................................................... 6

4. Things you need to know................................................................................................. 8

5. Company resources ......................................................................................................... 14

6. Legal stuff ....................................................................................................................... 16

7. Communications ............................................................................................................. 17

8. Ryanair Grooming Regulations ........................................................................................ 18

9. Ryanair Glossary of terms ............................................................................................... 24

10. Appendix (1 – 3) .............................................................................................................. 27

11. Fact sheets (1 – 8) ........................................................................................................... 33

12. Useful Numbers .............................................................................................................. 53

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1. How does Ryanair do Business?
As a Crewlink Ireland Limited employee contracted to operate on Ryanair aircraft it is important for you to
understand how Ryanair’s business works.
The Ryanair Effect – It’s the Ryanair way of doing business (or business model to those of you who like
jargon). “The Ryanair Effect” is simplicity itself.
Low Fares Create passengers – Lots of them, regardless of the market. Even if a market to a region or
airport already exists the fares on that route will inevitably drop for all consumers because of the presence
of Ryanair and their legendary low fares. In a market that is not currently served by an airline, Ryanair will
create that market from nothing because of the proven effect of low fares which enable people to fly who
previously never had that opportunity.
Be a big player in all markets – Ryanair aim to become the number 1 or number 2 carrier within three
years of entering a new market. This is achieved by stimulating the market with low fares and Ryanair
outstanding customer service record as the best on-time airline in Europe with the fewest lost bags and
fewest cancellations. Their competitors are then forced to compete and everybody wins - especially the
travelling public who get to where they want to for less!
How can Ryanair charge low fares when other airlines can’t? - Again, nothing complicated. Ryanair and its
partners work smart, do not waste money and always look for new opportunities. But doesn’t every
company say that? That’s the point they say it – Ryanair mean it, live it and deliver it.
Working Smarter - Ryanair cut out anything that isn’t necessary. Utilizing aircraft like nobody else, Ryanair
turn around aircraft in 25 minutes, meaning they get more flights per day, per aircraft. There is free seating
with hassle free online check in and most importantly Ryanair minimize jobs that are not involved in the
front-line operation. There are no strategic planning departments or large swathes of important looking
people working in glass towers. If it’s not about the business of flying airplanes, maximizing the number of
passengers and minimizing airfares without compromising their excellent safety record, Ryanair are not
interested.
Treat the airlines money like it’s your own – If you have come from a company where you could spend
money by just signing your signature and it happened then tread carefully you have now entered a new
dimension. Ryanair don’t waste money.
Ryanair Always get the “extra twist” - Ryanair never do anything unless there is something in it for
Ryanair. When Ryanair contracts for a service or product they always look for something extra. Ryanair are
proud to look for the extra twist- it’s what makes them different and successful.
Low Costs = Low Fares. There is no way of getting around this equation. If Ryanair lose focus on cost, they
can’t offer low fares. If they lose their hard won advantage then they would be like every other airline, high
costs = high fares which leads to less passengers and ultimately to lower profits and no money for
investment to sustain employment.

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2. What does everyone else do in Ryanair?
As a Crewlink Ireland Limited employee you will interact with various Ryanair departments on a regular
basis. The following section gives a brief summary of the departments in Ryanair.

INFLIGHT
Inflight are the people in the airline who will spend the most time with the passengers. They are the front
line troops of Ryanair, because passenger safety at Ryanair is their business, they receive comprehensive
training in all aspects of cabin management and safety. Ryanair Inflight team are considered the best and
their rewards match this reputation. Inflight are also those pleasant people who drive Ryanair’s on board
sales, not just because it’s an important revenue stream for the company but because sales drive their
monthly sales bonus.

ENGINEERING
Their heroes, from sun up to sun down. These technical wizards ensure Ryanair’s planes are the best
maintained in the business. They are a proud and hardworking bunch that pursues an uncompromising
approach to safety and the highest engineering standards. Not all Ryanair’s Engineering staff are required
to wear overalls, high visibility vests and smear themselves with oil! -The line staff are supported by the
essential non-oily crew in Materials, Planning/Tech services & Quality.

FLIGHT OPERATIONS
The very core of the operation, the men and women whose vast experience and know how ensure that
Ryanair’s aircraft fly and fly safely. As a group they are famous for their modesty, humility and unassuming
nature. Seriously though, the importance of passenger safety ensures they only hire the best.

HEAD OFFICE/ COMMERCIAL


The members of Ryanair’s commercial/Head office function provide support to the operational sections of
the airline – there aren’t many of them so don’t be surprised at the fact that they are always so busy.
Included among the ranks are the following departments, Finance, IT, Sales, Marketing & Advertising,
Personnel, Yield and New Routes.

GROUND OPERATIONS
Ryanair’s Ground Operations are one of the most important parts of the airline. The Ground Handling
Agents have a flight turnaround time of 25 minutes allowing Ryanair’s to utilise their aircraft more
efficiently than any other airline and also ensures they maintain their excellent punctuality record.

25 MINUTE TURNAROUNDS – A WAY OF LIFE AT RYANAIR


The swift turnaround of aircraft in 25 minutes more or less started with the pioneering American low cost
carriers of the late 1970’s. While many other airlines have attempted to implement 25 minute
turnarounds, Ryanair do it better than the rest because they are more consistent at delivering high
performance than any other airline. Without consistent 25 minute turnarounds they would lose efficiency,

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reduce aircraft utilisation, endanger their industry beating punctuality record and create crew hour
complications.
The vast majority of Ryanair people ; Pilots, Cabin Crew, Engineers, Ramp Staff, Gate Staff, Operations,
Crew Control, Scheduling etc., are all instrumental in delivering 25 minute turnarounds on every flight
possible. If part of your job involves the turnaround of aircraft then please ensure that you are fully up to
date with the latest version of the 25 minute turnaround document and procedures.

3. Benefits
Pay (Sector Pay)
Employment contracts are on a fixed term basis and as such there will be no changes to the pay structure
for the duration of the contract. Should an employee be promoted within the contract term a new
employment contract will be issued.
Pay Date
Payments are made monthly, in arrears, by credit transfer into your Bank Account around the 10 th of the
month. All employees contractually based in the Republic of Ireland are required to open an Irish bank
account and those who are contractually based in the UK – British bank account. Each time you get paid
you will receive an electronic payslip setting out various payments and deductions which is available
online. All employees are provided with a unique login and password to access their payslips. Should you
encounter any problems logging on or accessing your payslip please contact the Payroll Department in
Crewlink Ireland Limited
Deductions from Pay
All employees are deducted income tax at source through the PAYE (“Pay as You Earn”) system. In all
instances salary will be paid net of the relevant payroll taxes, levies and social insurance (which may
change from time to time). All new employees should submit a P45 form from their last employer to the
personnel or payroll department on the first day of employment or as soon as possible thereafter. If you
have not previously been employed in the Republic of Ireland (while contractually based in Ireland) or the
UK (if contractually based in the UK) you should apply for a “Certificate of Tax Credits” by completing a
“12A” form (Ireland) or P46 (UK) available from the Personnel Department. If you do not submit a
Certificate of Tax Credits (Ireland)/P46 (UK) or a P45 tax will be deducted from your salary at an emergency
tax.
Sales Bonus (Inflight Crew Only)
You may be entitled to receive a Sales Bonus award on in-flight sales. The Sales Bonus is non-contractual in
status and is not intended to be incorporated into your contract of employment. The Sales Bonus award
may be varied, amended or withdrawn at any time by CREWLINK IRELAND LIMITED giving you at least one
month’s notice of such changes. Cabin Crew are required to take the utmost care when dealing with bar
allocations and accounting. Sales Bonus is calculated on a flight-by-flight basis which is currently calculated
as 10% of on board sales less any adjustment for shortages in stock (at selling price) and any shortages in
cash for any flights on which you operate as a crew member. The bonus figure shown on your monthly
wage slip will be based on this above calculation.

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Once notice to terminate employment has been given by either you or the Company, you will not from
that date be entitled to receive any payment of a Sales Bonus for in-flight sales whatsoever. For the
avoidance of doubt this includes any accrued but unpaid Sales Bonus due at the date notice to terminate
was given.
Travel Benefits
Crewlink Ireland Limited has agreed a rate of privilege travel with Ryanair for Crewlink Ireland Limited
employees. Ryanair aim to offer the best flight benefits in the business. When you are travelling on
privilege travel - it is exactly that, a privilege. It is not a right, fare paying passengers always come first.
The bottom line is not to engineer a situation whereby you secure a confirmed seat or jump the queue.
The system is based on trust. Any abuse of this system will be dealt with severely under disciplinary
procedure and could result in summary dismissal. From your first day you qualify for travel benefits on all
Ryanair services on a standby basis. For full details on how to apply for travel benefits please refer to Fact
Sheet 2.
Annual Leave
The Crewlink Ireland Limited holiday leave year runs from the 1st April to the 31st March. The standard
entitlement is 1.66 days per month worked. While every effort will be made to accommodate your desired
annual leave requests, you must recognise that Ryanair busiest periods are during peak holiday times,
therefore the allocation of annual leave will be strictly governed by the requirements of the business. You
cannot go on holidays when Ryanair’s passengers want to, it would be like a restaurant closing for lunch!
More details are available in Fact Sheet 5.
Maternity Leave
Euro – All female employees are entitled to 26 weeks maternity leave with an option of a further 16 weeks
unpaid leave.
UK – All female employees are entitled to 26 weeks of ‘ordinary maternity leave’ and 26 weeks of
‘additional maternity leave’ (52 weeks in total).
For full details of Maternity Leave please refer to Fact Sheet 4.
Compassionate Leave
In the event of a family bereavement you will be granted compassionate leave at the basic salary rate as
follows:
(a) Up to 3 days of compassionate leave will be allowed in the event of the death of an immediate
family member (i.e. spouse, son, daughter, father, mother, brother or sister)
(b) 1 day of compassionate leave will be allowed in the event of the death of other family members
(i.e. Parents/brother/sister of spouse, Grandparents of employee or spouse, Grandchild)
Additional unpaid leave may be granted if there are extenuating circumstances following the death of
a family member and in those circumstances you should contact your manager.

Jury Service
If you are called for jury service you may receive a payment from the courts for jury duty or appearance as
a witness provided:
 Your immediate manager/supervisor is informed immediately after receipt of the notice or
summons

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 You produce a certificate of attendance on your return to work
 You must return to work for any portion of a day not required for jury service

The law recognises Jury Service and in exceptional cases and for reasons of business necessity the
Company may request that individuals be excused from the Jury Service.
Important
Because the mechanics of employee benefits change from time to time and invariably go out of date, these
descriptions are intended to act as a guide only and are not contractually binding. This guide (including
fact sheets) does not form part of your contract of employment and it is not intended to be incorporated by
reference.
If you require any clarification on what terms & benefits apply to your employment, then you should in the
first instance contact Crewlink Ireland Limited

4. Things you need to know


This section applies to all employees who are contractually based in Ireland and UK with Crewlink Ireland
Limited
Contract of Employment
It is our policy to provide everyone with a written contract of employment. Regardless of your position,
base, and term of employment you must have a written contract to be an employee of Crewlink Ireland
Limited In the unlikely event you manage to commence work without a written contract of employment,
then you are not a Crewlink Ireland Limited employee. Amendment contracts are issued for all base or
department transfers. In the unlikely event that you start in a new role without signing a contract you
should immediately contact the Crewlink HR Dept. If you have any questions regarding your contract of
employment please contact the HR Department.

Starting Documentation
Prior to commencing employment with Crewlink Ireland Limited you will be required to complete and sign
a personal details form and return the form together with a copy of your up to date curriculum vitae. If,
after your commencement date, it is found that relevant information has been omitted or given incorrectly
in either of these documents your employment may be terminated in accordance with the Crewlink Ireland
Limited disciplinary procedure.

Location of Employment
The location of your employment is specified in your individual contract of employment. It is a condition of
your employment that you may be transferred to any of Ryanair’s bases without compensation. If you
transfer to another base you will be paid in accordance with the prevailing salary system at that base.

Working Hours / Flexibility


Details of the particular type of working hours applicable to your position are specified in your “Contract of
Employment”. Due to the nature of our business, you will be expected to work outside normal working

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hours, wherever circumstances require it. If you are required to work Saturdays/Sundays or Bank Holidays
a shift premium is already incorporated into your Scheduled block hour rate. Ryanair are a passenger
airline and staff must be prepared to work the hours needed to serve their passengers. You do not have
any contractual right to a particular shift pattern or working hours. In short the company reserves the right
to amend your working hours or roster pattern to meet the needs of the business.

Passport
Because of the nature of our business, you must hold a valid passport during the course of your
employment with Crewlink Ireland Limited

Probationary Period
There is a probationary period of 12 months duration unless otherwise stated in your contract of
employment. The purpose of this probationary period is simple, it is to allow you to decide if you like your
role and feel comfortable with your responsibilities. From the agency and airline’s point of view it allows us
a chance to assess your performance, attitude, conduct and general suitability while you are being trained
and learning your job. During your probation you will be provided with the appropriate training and
assistance to enable you to perform your duties to the required standard. You will be informed, in writing,
when you have successfully completed your probation. If your performance falls short of the required
standard, the Company/Client, in these circumstances reserves the right to terminate your employment at
any stage during the probationary period by giving you the statutory notice period or payment in lieu
thereof. The disciplinary procedure in Appendix 1 is not applicable to employees during their probation
period.

Satisfactory Performance
Ryanair are Europe’s number ultra-low cost carrier and in order to maintain pole position they need people
who consistently perform to the highest standard. At Ryanair they are a hard working bunch and all
depend on each other’s efforts to continue to beat the competition. Your performance will be continuously
monitored by your manager and your employment is dependent on excellent performance. Ryanair can
only remain at the top if their people are the best at what they do. If your performance falls short of the
required standard you may be demoted, transferred or in extreme cases, dismissed.
Licensing- Pilots/ Inflight Staff / Engineers
You are required to hold a valid license in order to carry out your day to day job. To maintain your license
you must undergo performance checks and achieve the required results as set by the Client and/ or your
licence provider. Your employment is subject to your successful completion of these checks.
Equal Opportunities
The Company and its Client is an equal opportunities employer and will apply objective criteria to assess
potential suitability for jobs. We and our Client Airline aim to ensure that no job applicant or employee
receives less favourable treatment on the ground of race, colour, nationality, religion, ethnic or national
origins, age, gender, marital status, sexual orientation or disability.

Selection criteria and procedures are reviewed to ensure that individuals are selected, promoted and
treated on the basis of their relevant merits and abilities. All employees will be given equality of
opportunity and, where appropriate and possible, special training to enable them to progress both within
and outside the organisation. The Company and its Client are committed to a continuing programme action

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to make this policy effective and bring it to the attention of all employees. The bottom line is “We hire the
best person for the job”.
Bullying / Harassment at Work Policy
The Company and its Client are committed to make every effort to protect its staff and to ensure the work
environment gives all employees the freedom to do their work without having to suffer bullying /
intimidation / harassment or sexual harassment from a manger, supervisor, colleague, group of colleagues,
customers, or suppliers. Bullying is not a trivial matter and can manifest itself on a regular basis in all
shapes and forms. Any such behaviour will not be tolerated and all complaints will be fully investigated. It
is the responsibility of every individual to ensure that bullying or intimidation does not occur at any level
within the company. All employees should be aware that bullying, harassment / sexual harassment, which
affect the dignity of people at work, is unacceptable and can be grounds for disciplinary action.

 Definition of Bullying
Workplace bullying is repeated inappropriate behaviour direct or indirect whether verbal, physical or
otherwise, conducted by one or more persons against another or others, at a place of work and/or in the
course of employment, which could reasonably be regarded as undermining the individual’s right to dignity
at work. It is also important to note that all forms of bullying and intimidation must be repeated so that it
can be said to have formed a behaviour pattern and are not isolated instances which have occurred
exceptionally.

As a general rule an attempt should be made to address an allegation of bullying or harassment as


informally as possible. The objective of this approach is to resolve the difficulty with the minimum of
conflict and stress for the individuals involved. If you believe you are being bullied, harassed or
discriminated against you should clearly explain to the alleged perpetrator(s) that their behaviour is
unacceptable. It may be the case that the perpetrator does not realise the effect of the behaviour on you.

In circumstances where you find it difficult to approach the alleged perpetrator(s) directly, you should seek
help from your immediate Supervisor/Manager. Any employee who feels that they have been a victim of
harassment, bullying or discrimination should try to resolve the issue as soon as possible through the
grievance procedure in Appendix 2. Reports can be made in confidence to the HR department in Crewlink
Ireland Limited All allegations will be investigated in full and dealt with effectively and appropriately.
Disciplinary Procedures
Disciplinary procedures are designed to protect both you and the Company or Client. The vast majority of
our people will never be involved in the disciplinary procedure. It is important however that everybody
knows that it exists and how and when it applies or might apply. Its cornerstone is one of fair play, and is
intended to provide a positive approach to problem solving that is both fair and impartial. The disciplinary
process may involve one or more investigative meetings, which will attempt to establish the facts of the
case. You are actively encouraged to have a colleague in attendance at these meetings. A copy of the
Disciplinary Procedure is contained in Appendix 1. This section applies to all employees who have
successfully completed their probation period. As with all parts of the Rough Guide you should regularly
check the procedure to ensure that you are fully familiar with its contents.

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Grievance Procedure
With over 9,000 people working in Ryanair it is inevitable that there will be some problems. The purpose of
the Grievance Procedures is to ensure that job related problems are resolved in a prompt consistent and
fair manner. A copy of Crewlink Ireland Limited Grievance Procedures is contained in Appendix 2. This
procedure applies to every employee.

Health and Safety


Crewlink Ireland Limited and its Client airline (Ryanair) consider the health and safety of all people who
operate with the airline to be of the utmost importance. Staff must read and familiarise themselves with
Ryanair’s Health & Safety Statement which is available on Ryanair’s intranet site, Take-off. All accidents no
matter how minor must be recorded on the online Accident Reporting system which is available on Crew
dock for crew and Take-off for non-crew. If you have any questions or comments on safety then contact
where appropriate your Safety Representative, Local Air Safety Group, Safety Action Group, Confidential
Reporting System or the Health & Safety Officer for your department.

Ryanair Confidential Reporting System (RCRS)


The Ryanair Confidential Reporting System (RCRS) provides Flight Operations, Engineering, Inflight and
Ground Staff members with a means of reporting incidents or events relating to safety. Flight operations
and Inflight staff members can access the system via crew dock and Cabin Crew dock. Engineering and
Ground Operations staff members can contact the Flight Safety Officers in their department.
All reports submitted though the RCRS will remain inside the RCRS. Please be advised that a report
submitted through the RCRS is a confidential report and is not submitted to Ryanair management. Further
details can be found within the Ryanair Safety manual available on www.cabincrewdock.com /
www.crewdock.com
Medical Examinations / Vaccination
The Company or Client will be entitled, at its expense, to require you to be examined by an independent
medical practitioner of the Company or Client’s choice at any time (whether or not you are absent by
reason of sickness or injury) and you agree that the doctor carrying out the examination may disclose to
and discuss with the Company or Client the results of the examinations will remain the property of the
Company or Client. Because of the nature of our business supplying Cabin Crew to an international
transport company, you must agree to be vaccinated and/ or inoculated by the Company or Client’s
medical officer or by a medical practitioner nominated by the Company or Client at any time during the
course of your employment, of and when it is considered necessary by the Company or Client.
Substance Abuse
Crewlink Ireland Limited and its Client Airline have a duty to provide a safe and healthy environment for its
employees, subcontractors and customers. You must comply with any alcohol / substance abuse policies
introduced by the company and agree that you may be subject to screening exercises (in accordance with
screening policies introduced from time to time). Any reports generated from such analysis or
examinations will remain the property of the Airline. All staff (particularly Flight Crew, Cabin Crew and
Engineers) are responsible for the safety of our passengers and have a duty to be alert and aware at all
times. The use of illegal substances diminishes one’s capacity to work safely and will not be tolerated.
Crewlink Ireland Limited and Ryanair’s drug policy is simple - anyone who takes drugs, whether during duty
hours or not, is jeopardizing the safety of our passengers, crew and aircraft and will face immediate

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dismissal. The possession, sale, transport on aircraft, use or being under the influence of illegal drugs is
gross misconduct and will lead to immediate dismissal without notice or compensation.

Termination of Employment
If you have to leave us all we ask is that you give notice in writing to your supervisor so we can start the
difficult task of finding somebody to replace you. Check your contract for the required notice period. The
Company and its Client reserves the right not to require you to work during any part of your notice but
alternatively to make the appropriate payment in lieu of all or part of your notice period. In cases of gross
misconduct, the company reserves the right to terminate employment without notice of payment in lieu -
a non-exhaustive list of examples of gross misconduct can be found in the Disciplinary Procedure
(Appendix 1). You shall immediately on termination of your employment return to the Company or Client
all confidential documents, drawings, figures, other data, identification cards, tools, equipment, manuals
or books and uniform items that may have come into your possession in the course of your employment
with the Company.

Excess capacity/ Unpaid Leave


Due to the nature of the business that our client airline is in and the uncertainty of circumstances within
the airline industry, situations can arise where the Company/its Client Airline has excess capacity (for
example, but not limited to, a reduced winter flying programme, the grounding of aircraft, reduced
business activity, strikes, natural disasters etc.). If Ryanair are required to reduce activity levels for any
reason you may be allocated compulsory unpaid leave for the duration of the period the Company
considers as excess capacity. The company will endeavor to give you as much notice of this as is reasonably
practicable. For the avoidance of doubt, you are not entitled to any payment (including flight pay, sales
bonus, monthly allowances, sick pay etc.) from the company during this period of unpaid leave.

Deductions
The Company and its Client reserves the right to deduct from your pay (including holiday pay, sales bonus
and pay in lieu of notice) any monies owed to you by the company, including but not limited to,
overpayments, monies for staff car parking, the provision of your uniform, outstanding training cost
repayments and the provision of new or replacement ID cards.
If there is insufficient pay due to you to recover the full sum owed by you to the Company you agree to
repay the total outstanding amount within 14 days of receipt of the notification of the amount due. If you
fail to repay monies owed by you to the Company in full, any additional costs incurred by the Company in
pursuing you to recoup the outstanding amounts (including legal costs and debt collection agency fees) will
be added to the total amount owed by you and must be repaid in full.

Security
The nature of our business requires us to pay particular attention to security. If you see something that
doesn't look right, report it. Details of all security regulations are contained in the 'Ryanair Aviation
Security Manual' that is retained by the Ryanair Security Officer. Upon you supplying satisfactory character
and employment references you will be provided with an Airport ID. You must keep your identification
cards on your person at all times whilst in attendance at the Airport. You must comply with any rules or
regulations issued to you in respect of the identification card. You must not, at any time, access any area of

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the Airport which you are not authorized to enter and any failure to adhere to these requirements will be
treated as a misconduct offence which may be deemed as gross misconduct. If for any reason your ID is
removed by the Airport Authorities this may be deemed as gross misconduct and your contract may be
terminated. If you lose this card you must report the loss to the Crewlink Ireland Limited Personnel
Department/your base supervisor and the appropriate authority immediately. You will be required to pay
for all replacement ID card through loss, renewal or base transfer. If you fail to secure or maintain an ID or
the appropriate security clearance required to carry out your job then the Company and its Client reserves
the right to terminate your employment.

Criminal Convictions
Due to the nature of the industry in which we operate, security is critical and there are strict restrictions on
criminal convictions. It is a fundamental term of your employment with COMPANY that you notify the
Personnel Department of any criminal convictions that you have, or any convictions that you receive during
your employment. You must also notify the company if you are involved in any court proceedings. If you
have any doubt, please contact the Personnel Department for clarification.

Language
English is the official language in Ryanair and must be spoken at all times while working unless your duties
require you to speak another language such as dealing with passengers.

Social Media Policy


You must adopt a common sense approach when using social media sites such as Facebook, Twitter,
YouTube, Flickr, Online Blogs etc. In general, what you do in your own time is your business however you
need to exercise good judgment while participating on these sites as you are personally responsible for
what you publish online. The following guidelines should be followed at all times;
 You are not permitted to access any social media sites during working hours whether it is via a
company PC/laptop or your personal mobile phone.
 Do not disclose confidential/private information or publish
statements/videos/images/photographs etc. about Ryanair or your colleagues which could bring
the company’s reputation into disrepute.
 Do not make derogatory comments (including slurs, personal insults etc.) about any Ryanair staff
member or contractors associated with Ryanair.
 If you have a work related issue then you should discuss it with your Manager/Supervisor and not
your followers on
 Twitter! Ryanair adopts an open door policy for resolving issues and has a comprehensive grievance
procedure in place which is accessible to all staff.

Remember that if you publish false or defamatory statements about the airline or any individual or you
breach someone’s right to privacy you could personally face legal action.
Breaches of this Social Media Policy will be investigated by the company and may result in disciplinary
action up to and including dismissal.
Normal Retirement Age
Normal retirement age for all staff is 65 years. Your employment will terminate automatically when you
reach 65 years of age.

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Internet Access
During the course of your employment you must have access to an internet enabled device that meets the
minimum browser and content streaming requirements to view information and instructions issued
electronically by the company (including Ryanair’s training site).

5. Company Resources
The Philosophy is simple if you’re given something - look after it as if it’s your own. You’re responsible for it.

Company or Client Property


On request or in the event of termination of your employment you are
required to return all airline property including your security and
identification passes, all keys, computer hard and software including
discs and all documents in whatever form (including notes and minutes
of meetings, customer lists, diaries and address books, computer
printouts, plans, projections) together with all copies which are in your
possession or under your control. The ownership of all such property
and documents will at all times remain vested in the airline.

Uniform
Crewlink Ireland Limited and Ryanair place great importance on
customer service and you will be expected to maintain a high standard of appearance at all times. Where
uniform or protective clothing is provided it must be worn and you are expected to take care of it. Other
common sense rules are simple – as long as you’re in uniform, whether you are on duty or not, you must
never drink alcohol and you must not bring Ryanair (our Client) into disrepute. For reasons of security, all
uniforms must be returned to your manager should you elect to leave the company.
Company Vehicles
If you require a vehicle in order to carry out your duties, and you are disqualified from driving for any
reason, you will be liable for dismissal unless another position is available. You are personally responsible
for all traffic violations.

Expenses
On receipt of adequately vouched expense accounts, which have been authorized in advance, you will be
reimbursed for bona fide expenses necessarily incurred in the performance of your duties.
 Expenses must be authorized in advance by relevant director.
 All cash advances for expenses must be accounted for as soon as possible, but not later than the
end of the month in which the expenses were incurred.
 Expense claim forms must be fully completed and receipts attached.
 Company credit cards/charge cards must not, under any circumstances be used to cover personal
expenses.

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Company or Client Mail
The company mail is treated differently by customs and airport security. As a result the inclusion of private
letters or packages in the Company mail is a serious breach of airline regulations and may lead to
disciplinary action up to and including dismissal. Use of stamps or the franking machine for personal mail is
also a big No, No. Ryanair is an ultra-low cost carrier and will take any misuse very seriously.

Telecommunications
Telephones are provided for business use, you may occasionally need to make or, receive personal
telephone calls, and however, these must never interfere with your job.

Email & Internet


Access to a computer and e-mail is provided for business use only. Excessive and/or frivolous e-mail use
may result in disciplinary action. Access to email systems (other than Ryanair's), from a Ryanair computer is
strictly forbidden. It is forbidden to send personal or commercial messages using the Ryanair email system.
Specifically, the sending of advertisements to groups or individuals in the Ryanair email address book is
prohibited. Web surfing unrelated to your job is strictly forbidden during working hours. The access,
downloading, sending or forwarding of any indecent, obscene, pornographic, sexist, racist or defamatory
materials, will be considered a serious breach of company rules and could lead to disciplinary action, up to
and including dismissal. It is strictly forbidden to download music from the Internet whether during duty
hours or not. Please see Fact Sheet No. 7 of the Rough Guide to Crewlink Ireland Limited

Company Email Policy


The following guidelines govern the use of email with Crewlink/Ryanair:

 Emails to third parties should be carefully drafted and the address of the recipient verified before
sending. It is your responsibility to ensure you send the right email to the correct address.
 There should be no internal communications or comment regarding competitors ever. Keep your
thoughts to yourself.
 Internal communications should be necessary and relevant to your work. Emails expressing
opinions about other employees, competitors ECT are strictly prohibited. In short, only write what
you would be happy to have read out to you in court!
 Don’t unnecessarily forward, copy or blind copy emails.
 Email is provided for business use. Email use for personal reasons should be the exception and only
accessed outside of working hours.
 Any employee failing to comply with these guidelines will have their email facility closed/ removed
and may face disciplinary action up to and including dismissal.

Laptops
If you have been given a laptop it is important to remember that these are valuable machines which are
not covered by Ryanair insurance. It is your responsibility to keep it secure at all times (even when on
Ryanair premises) as you could be held accountable if it is stolen or damaged whilst in your care.

Pigeon Holes
Some categories of staff will be allocated a Ryanair pigeon hole- these are for the distribution of Ryanair
materials only and are not to be used for personal communication or the distribution of any other
materials. Abuse of the pigeon hole system may lead to disciplinary action.

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6. Legal Stuff
Confidential Information
You are required to adopt a common sense approach to confidential information. You should not during or
after your employment ceases, disclose any “Confidential Information” relating to the Company and/or
Client and/or its associated companies or their respective businesses. “Confidential Information” includes
but is not limited to all secret or confidential information of whatever kind that may have come to your
knowledge during or as a result of your employment by the Company, its business plans, finances, staff,
customers and prospective customers, suppliers or products, information which has been disclosed to the
Company in confidence by a third party, and any other information of a kind that would usually be
regarded as secret or confidential. You shall not work on behalf of any media organisation or work on a
freelance basis during your employment with the Company. Breach of this policy may result in the
company issuing legal proceedings against you.

Activities during your employment


Your full concentration will be required while you are employed with us, therefore you must not be directly
or indirectly engaged in business or other occupations whatsoever, except in circumstances when you have
advance written consent from the company.

Rules, Policies, Procedures


You must comply at all times with the Company or Client’s rules policies and procedures relating to equal
opportunities, harassment, health and safety, compliance, external interests and all other rules and
procedures introduced by the company from time to time. For the avoidance of doubt such rules, policies
and procedures are not incorporated by reference into this booklet and they can be changed, replaced or
withdrawn at any time at the discretion of the Company or Client. Breach of any of the Company’s or
Client’s rules, policies and procedures may result in disciplinary action

Right to Search
The Company or Client reserves the right to conduct a personal search (or allow Ryanair to conduct a
personal search) of you and your belongings, including bags, holdalls and personal or Company or Client
vehicles during the course of your normal working day or when you are arriving on or leaving the
Company’s or Client’s premises or aircraft at the end of the day.

Personal Property
The company does not accept any responsibility for clothing, equipment, vehicles or other property that
are mislaid, lost, stolen or damaged while on Company or Client property.

Applicable Law
UK - The laws in effect in the country where you are contractually based shall at all times govern the
employment relationship between the Company or Client and you.
EURO - The employment relationship between Crewlink Ireland Limited and you shall at all times be
governed by the laws in effect and as amended from time to time in the Republic of Ireland. Irrespective of

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the social security regime to which you are attached your contract is governed by Irish labour law and your
entitlements will be those set out by laws of the Republic of Ireland (including but not limited to maternity
/ paternity leave, sickness absence, redundancy and retirement entitlements). The Irish courts have
jurisdiction in all matters relating to the execution and termination of your contract. In the event that this
clause becomes inoperable due to legislative changes, legal directive or any other change that the
Company determines as material, then your contract will become null and void and your employment with
the Company will cease and you will be paid the statutory amount in lieu of notice.

Code of Business Ethics


During your term of employment you will agree to abide by the Client’s Code of Business Ethics. Failure to
observe or to breach this code may result in disciplinary action that may lead up to your dismissal. Full
Details of the Ryanair Code of Business Ethics are available in Fact Sheet 6.

7. Communications
Good communications are critical in maintaining our efficiency at Crewlink Ireland Limited and Ryanair.
Within the company and its client there area many different layers of communications, some overlap with
others and some change their emphasis from time to time but one thing they all have in common is their
commitment to keep you informed about what is happening in the company.
Communication channels within Crewlink Ireland Limited / Ryanair are not a goal or an end in themselves –
they are essential in the running of our businesses. Everybody should understand what we are trying to
achieve here. There are no prizes for hanging on to information – we trust our people with information so
that they too can prioritise what they have to achieve each day they come to work.
Open Door Policy
Managers are there to achieve results through and with their people. It's common sense that managers tell
you what is expected and keep you in the picture as to what changes are happening. They are your first
point of contact. They are paid to look after you so make them earn it!

EWC- European Works Council


The European Works Council is a forum where information is provided by Senior Management of Ryanair
at least once a year to employee representatives’ concerning the transnational affairs of the business and
where an exchange of views can take place.

FRTV – Ryanair’s Moving Notice Board


FRTV is Ryanair's internal news service. FRTV is a key source of information on what's happening with the
business, what Ryanair competitors are doing, what promotional opportunities are available, and what the
papers are saying. You can access FRTV using the following link: http://takeoff/frtvshow/fullscreen.htm.
You should consult FRTV regularly or if you have any suggestions then let Ryanair know. You can talk to
anyone in Personnel or email frtvcontrol@ryanair.com

Crew dock
Crew dock is our internal network site that allows crew to access rosters, flight plans, apply for annual
leave and send electronic queries to the relevant departments.

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Limited Release
The Limited Release is Ryanair’s internal newsletter. It's intended above all to be fun. It covers what's
happening in the business and more importantly what's happening socially. With the expansion of our
route network and new people joining us all the time, it has never been more important to keep our
people in touch with what's going on. We absolutely prohibit self-publicists who just want to tell
everybody how brilliant they are. We do want articles, contributions photographs or just ideas and they
must be interesting, and not libellous! The Limited Release is written by Ryanair people for Ryanair people.
Please, please contribute; send any photos, news, views etc. to -limitedrelease@ryanair.com

Public Statements
In May 1997 Ryanair became a Public Limited Company and as a result, you are required to adopt a
common sense approach to all public statements. There are some things that you can’t comment on and in
theory fall foul of the people who regulate the Stock Exchange on which Ryanair is quoted. All employees
are required to consult with their managers before making any public statements. This extends to the use
of social media , you must not disclose confidential /private information or publish statements
/videos/images/photographs etc. about Ryanair or your colleagues on any social media site(whether
personal or not). Please see the company’s Social Media Policy in the “Things you need to know” section of
this guide for further details.
Breach of this policy may result in disciplinary action and /or the company issuing legal proceedings against
you.

8. Ryanair Grooming Regulations


It is important to remember that when in uniform you are projecting the image of the company. You are
the frontline of the Airline, the part of the Airline the public not only sees but also meets personally. It is on
your appearance and manner that they base their judgment.
As uniformed cabin crew you are selling Ryanair, so consequently you are expected to have pride in how
you look and to ensure that the public see you as an attractive and well groomed person.
The uniform is very distinctive and easily recognisable, however bad posture can seriously detract from the
overall image. Your body language and general appearance is very important and gives an image of
confidence and professionalism. It is also essential that your behaviour is above criticism.
“REMEMBER YOU ARE THE FACE OF RYANAIR”
When should you wear your Uniform?
You are required to wear your uniform for all flying duties, as well as ground duties, meetings or training.

Uniform: Uniforms must always be clean, pressed and in good condition.

Jacket: Jackets when worn must be buttoned at all times.

Overcoats: Overcoats when worn must be completely buttoned and worn over your uniform. You must not
walk with your hands in your pockets. Pockets should not be used unless absolutely necessary and you
should never overfill pockets so that they bulge. Coats must always be removed when inside the cabin.

Glasses: Glasses are permitted but must be of a neat classic style. Frames can be clear, black or navy only.

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What isn’t acceptable while in Uniform?
 Visible tattoos are not permitted. Tattoos must be covered using makeup or flesh colored plasters
at all times.
 Chewing gum is not permitted at any time.
 Smoking in uniform is discouraged. Smoking outside terminal buildings in view of the public is
specifically not permitted. The only circumstance in which smoking is permitted in uniform is when
seated in a designated smoking area.
 The wearing of cardigans, jumpers or sweaters is not permitted.
 Tongue piercings or other visible piercings other than (ear piercings one per ear) are strictly
prohibited.

Personal Hygiene Guidelines


 Hands must be kept clean at all times.
 Nails must be regularly maintained and manicured. Nails must be in good repair, all cut to the same
length and not too long.
 Remember to bathe or shower daily.
 Use deodorant.
 Teeth must be brushed twice daily. Mouthwash or mints after every meal are suggested. Frequent
dental checks are recommended.
 Drink water frequently as it helps keeping a fresh breath and also keeps you adequately hydrated
during duty.
 Care for your feet.
 Fragrances/aftershaves should be used sparingly and should never be overpowering.
 Visible body hair should be removed regularly. (Female Crew)

On board the Aircraft


Jackets On or Off?
The Number 1 will advise all crew for the purposes of consistency whether the crew will all have Jackets on
or Jackets off for, Boarding, Take Off, and Landing

During the service all female crew must wear their apron and all male crew should not wear their jacket.

When in the galley remember that passengers can hear crew conversations, and you should not carry on
personal conversations in earshot of passengers.

Outside the A/C


When walking to and from the aircraft (all crew should walk together to and from the aircraft as a team)
Eating & Drinking

You must be seated in a restaurant or seating area while eating and drinking. You are not permitted to be
in a bar area in uniform whether or not consuming alcohol. Nor should you chew gum in uniform at any
time, whether on duty or off duty.

Uniform care and Appearance


Clear instructions on how to wash and clean your uniform have been provided to you with your new
uniform. These care instructions will ensure long life of the uniform and will minimize the need for
replacements. Any uniform items that become worn frayed, or discolored, or are no longer of an
appropriate size must be replaced.

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As part of the 2016 Cabin Crew Pay deal crew receive an annual allowance of €400 to replace uniform
items as they become due for renewal. Crew that neglect to replace uniform items in accordance with the
grooming policy, will have those uniform replacement items ordered on their behalf with an appropriate
adjustment being made to the uniform allowance to recoup the cost of those items.

If your weight changes then you should ensure you have the correct size uniform which must not be too
loose or tight fitting.

Replacement Uniform Items


You can purchase replacement or additional uniform items using the web link on Crewdock under the
section `My Crewdock`

Uniform Sizes
You are required to maintain your weight in proper proportion to your height. Uniform sizes are available
in the following sizes only.

Female:
 Sizes 4 to 20

Male:
 Jackets/coats - sizes 30 to 50
 Trousers - sizes 28 to 48
 Shirts - sizes 14 to 19

What Accessories Can I wear while in Uniform


Jewellery
Necklaces: Chains and necklaces are not permitted

Rings: The guideline is one ring per hand, on the ring finger only, with the exception of
wedding/engagement rings which may be worn together. Rings must not be large or ornate.

Watches: Watches must be in working order and worn at all times. Watches should be neat and classic in
style, with a second hand (or digital equivalent) which is required for attending to passenger medical
emergencies (see SEP manual). Watch straps must be navy, black, gold or silver. Plastic watches are not
permitted.

Earrings: Earrings for female crew must be worn if ears are pierced. Pearls, gold, silver and diamond studs
only are permitted. Earrings for male crew are not permitted

Bracelets: One bracelet may be worn on the right hand wrist. Bangles are not allowed.

Other Accessories
ID Cards: ID must be valid and clearly displayed at all times.

Umbrellas: An umbrella of black or navy color may be used whilst in uniform.

Lanyards: Ryanair issued Lanyards only.

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Wings: Wings must be displayed on the jacket at all times A Name Badge must be displayed on the jacket
at all times. No other badges, pins or stickers are allowed with the uniform. Company issued badges are
permitted such as AGB.

High VIS Vests: Must be kept clean and free of graffiti, and must only be worn when on the ramp area.

Crew Bag
Crew bags must be carried at all times. The following items must be carried in your crew bag/ hand bag at
all times (minimum):
 Passport
 Certificate of competence and attestations
 High Visibility Jacket
 Spare clothes in case of overnight
 Spare paperwork
 First aid kit including painkillers
 Sewing kit
 Spare underwear; hosiery/socks
 Spare shirt
 Tea towel
 Oven Mitt
 Shoe polish
 Toiletries

Seasonal Accessories – Guidelines


Winter Jacket: Winter jackets may be worn in cold, wet or windy conditions only. Jackets may not be worn
in terminal buildings.
Sunglasses: Sunglasses are permitted in sunny weather they should never be worn on top of your head and
never in doors. Frames must be black or navy only. Mirrored sunglasses are not permitted. Sunglasses are
not permitted in the cabin.

Thermal underwear: If required should only be white with correct sleeve length, i.e shouldn’t be visible or
protrude from your uniform or be longer than uniform sleeve length.

Gloves: Gloves must be black or navy in colour, leather or leather like fabric, of classic design with no
adornment. Gloves are not permitted once on-board the aircraft

Boots: Cabin crew are permitted to wear boots of classic design and black colour in winter only. Boots can
be worn when wearing the Mac or winter coat. Female boots must be to the knee, plain in style with no
buckles or elaborate detail. Heel height should be not higher than three inches, and no lower than one
inch. Boots are not permitted in the cabin.

Female Grooming – Uniform Items


Shoes: Black leather court type shoes must be worn in the cabin. Shoes should be simple and plain with
heels not higher than three inches, and no lower than one inch. It is recommended to wear comfortable
cabin shoes (no lower than one inch) when in the aircraft.

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Ballet pump style shoes are not permitted.

Stiletto heels are not permitted in the cabin, but can be worn outside the aircraft. Crew should be
cognisant of wearing the right shoes for the right conditions particular when using the steps, embarking
and disembarking.
All shoes must be well heeled, scuff–free, polished with no buckles.

Hosiery: Tights, Stockings, hold-ups must be brown (Chocolate colour/ Mocha) or Barely Black colour.
Hosiery should be maximum 20 denier. Opaque styles are not permitted. Bare legs are not permitted.

Skirt: Must be worn just above the knee. Must fit comfortably and not be too tight or too loose. The Skirt
belt should be worn on the 3rd button hole.

Blouse: Must be tucked in at all times. All buttons must be buttoned up.
Female Neck Scarf: Must be worn at all times. Scarfs should be free of makeup.

Handbag: You may only use Ryanair regulation handbag. Handbags must be worn on the right hand
shoulder and should not be overfilled

Apron: must be clean crease free with no makeup stains.

Female Personal Grooming


Hair: Hair should be clean and styled. If hair is colored, it must be frequently maintained. Bright or
unnatural colors and visible highlights are not permitted.

Hair longer than shoulder length must be worn in a Ponytail, Bun, or French Roll. Hair worn up should be
neat and tidy at all times. Buns should be a maximum of 15cm in diameter and styled to the back of your
head, never on top of your head.

Hair may be worn down if it is cut above the collar of your jacket and it is cut neat in style, if you wear your
hair down, it must not fall over the face and must be trimmed regularly.

The following hair styles are not permitted


 Hair pieces or Extensions
 Braids or Dread locks
 Two tone colours or Visible Roots
 Asymmetrical Haircuts

Make-up: Must be natural looking and complement your natural skin tone, eye make-up cannot be bright
or contain glitter. Blush and mascara must be worn.

Lipstick: You must wear lipstick at all times, Lip liner when worn must match lipstick colour. Red or bright
pink colours are permitted.

Colours worn must be bright and vibrant (if we have to ask are you wearing lipstick then the colour is not
vibrant enough)

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Lipstick and nail polish must match (with exception of French manicure, in which case red or pink lipstick
will suffice

Nails: Red or bright pink colours are permitted.

French manicure is permitted (however lipstick should be red or bright pink)

Female nail extensions can be worn as long as they are well maintained and no longer than your natural
nail length guideline no more than 20mm.

Male Personal Grooming


Face
Must be wither clean shaven or a with beard

Make up is not permitted

Beards
 Beards must be neatly trimmed with a min length of 7mm and max length of 12mm
 There must be a clean line below the chin and neck
 Beards must be fully grown. No stubble is allowed
 Tufts of hair under the bottom lip are not permitted
 No Goatees
 No protruding moustaches

Hair Guidelines
 Above the collar
 Neat style and must be regularly trimmed
 No long sideburns allowed
 No wet look hair gel allowed

Male Grooming – Uniform Items


Trousers: Trousers should be pressed and crease free. Trousers should be worn 1inch past your ankle and
sit neatly over your shoes.

Ties: Ties should be clean and pressed at all times.

Belts: Must be black and of classic design no large or decorative buckles allowed.

Socks: Plain Black socks only.

Shoes: Black, plain, slip-on or lace-up shoes without buckles and of classical design only.
Shoes must be kept well heeled, scuff free and polished.

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9. Ryanair Glossary of Terms
Air Side – Section of Airport off bounds to the public and unauthorised staff. Staff, whose job requires
access to Airside facilities, will need a security I.D from the relevant Airport Authority. Application forms
are available from the Personnel Department.
Aircraft is tech – Aircraft is not well and requires TLC
Airline 2 Letter Codes – Internally recognised codes for all airlines. Examples include: FR (Ryanair), BA
(British Airways), and EI (Aer Lingus)
AOC – Airline Operation Certificate, Licence required to operate an airline.
A.T.P.L. – Airline Transport Pilots Licence
B.A.A – British Airports Authority, they own and run Heathrow and Edinburgh among others.
Boeing 737-800 – The only aircraft Ryanair operate, known as the 800, aircraft that can carry 189
passengers.
Chocks – Blocks placed under aircraft landing gear, used to stop aircraft from rolling back and forward.
Confirmed Travel – Travel on a guaranteed seat basis.
Crew dock – Ryanair’s internal network site that allows crew to access rosters, flight plans, apply for annual
leave and send electronic queries to the relevant departments.
CSA Ground – They ensure the Check-in area is the quickest and most proficient in the airport, all flights
are closed off 40 minutes before departure.
CSA In-flight – Cabin Crew- they are the employees who will spend the most time with the passengers.
Their primary responsibility is passenger safety.
DAA – Dublin Airport Authority
DSM – Duty station manager. Responsible for all Ryanair’s ground operations in the airport. DSM’s are
based in either Dublin or Stansted Airport.
Duty travel – Confirmed and approved travel while on duty. If you need to travel on business Ryanair give
you a seat to get there. You need your manager’s approval to travel.
E.W.C. - European Works Council. The European Works Council is a forum where information is provided
by the airline at least once a year to employee representatives concerning the transnational affairs of the
business and where an exchange of views can take place.
F.R.T.V. - FRTV is Ryanair's internal news service. FRTV is a key source of information on what's happening
with the business. You should consult FRTV regularly if you have any suggestions then talk to personnel.
You can access FRTV on the following link http://takeoff/frtvshow/fullscreen.htm
F/O - J/FO – S/O First officer; Junior First Officer; Second officer respectively - Pilot, commonly known; as
Co-Pilot. They sit in the right hand seat of the aircraft, fly the plane, do all the paperwork and generally
look important.
FR – Ryanair’s international two-letter code (see Airline codes)

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Hangar - Aircraft hangar where engineering are based.
I.A.A. - Irish Aviation Authority - Irish state regulatory body - Set regulations for all our aircraft, wherever
they fly.
Interline - Department responsible for staff travel concessions. For full details of Staff Travel benefits
please check out http://takeoff/interlinehandbook/interlinehandbook.html
JAR Op’s – Joint Aviation Requirements in connection with Operations. If Ryanair do not meet these
requirements, they do not fly, it’s that simple.
Jeppy (Jeppessen) Bags – Bag containing Maps and navigation aids for departure, arrival and alternate
airports.
Jump seat – extra seats on aircraft occupied by crew members [2 in cockpit & 1 down the back of the 737-
800]
LAND Side – Section of Airport open to public.
Limited Release (1) - The Limited Release is Ryanair’s internal newsletter. Its intended above all to be fun it
covers what's happening in the business and what's happening socially. The Limited Release is written by
Ryanair people for Ryanair people. Please send any photos, news or views to limitedrelease@ryanair.com.
Limited Release (2) - It’s where we got the name for the magazine. A tag issued at check-in to indemnify
Ryanair against claims for damage to luggage, which has not been packed correctly or has previous
damage.
Lisline – Flight schedule, software system. It displays the daily schedule of all flights and a current
representative of events as they occur.
Loads – The amount of passengers booked on a particular flight. “Sub-load” means that the flight is not
fully booked.
M.A.O – Meal and accommodation order – A voucher accepted as payment by restaurants and hotels
within which Ryanair has an account – given out for delays.
Number 1 – Customer service supervisor i.e. the Cabin Crew member in charge on a flight.
Pax – International Airline abbreviation for “Passengers”.
Per Diem expenses – An allowance paid to staff if required to stay away overnight on duty.
Phonetic alphabet – To ensure accuracy and universal understanding of the millions of messages
transmitted annually, standard message procedures have been agreed. They can also be used to sound
very important while ordering a take away.
A – Alfa F – Foxtrot K – Kilo P – Papa U – Uniform
B – Bravo G – Golf L – Lima Q – Quebec V – Victor
C – Charlie H – Hotel M – Mike R – Romeo W – Whiskey
D- Delta I – India N – November S – Sierra X – X-Ray
E – Echo J – Juliet O- Oscar T – Tango Z – Zulu

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Plonky/ Kit Bag – Bag carried by Cabin Crew in case of unexpected overnights, normally contains items
such as sleeping gear, spare clothing etc.
Ramp – Area of ground around aircraft.
Ramper – Ground Handing Agent, Responsible for flight turnaround times of 25 minutes, and the most
efficient in the business. This turnaround time allows Ryanair to utilise planes more efficiently, which
keeps costs down. Recognisable by refusal to take their high visibility vests off, even when indoors.
Sector – One flight, no stop over.
Standby – Privilege staff travel, passengers travelling on standby must wait till fare-paying passengers
have boarded. Travel on Standby is not guaranteed.
STN – Stansted Airport - three letter code.
The red eye - Basically it depends on which country you're in! This is the earliest flight. It does great
business in coffee sales.
Whitehouse – Ryanair’s Head Office at Dublin airport. Home to Finance, MIS, Personnel, Yield, New
Route Development, Customer Standards, Purchasing Refunds, Engineering, Marketing and Flight
Operations among others.
Wands – Used to guide aircraft in at night (they light up!)
Yield – Revenue margin on each seat sold.
Z Level Managers –. The directors make most of the decisions at Ryanair. They meet every Monday
morning to wreak even more havoc.
Appendix 1
DISCIPLINARY PROCEDURES
Disciplinary procedures are designed to protect both you and the company. The vast majority of our
people will never be involved in the disciplinary procedure. It is important however that everybody
knows that it exists and how and when it applies or might apply. Its cornerstone is one of fair play and it
is intended to provide a positive approach to problem solving that is both fair and impartial. The
Disciplinary Process may involve one or more investigative meetings, which will attempt to establish the
facts of the case. You are actively encouraged to have a colleague in attendance at these meetings. The
procedure applies to all breaches of company rules or standards, including, but not limited to the
following:

 Breaches of safely regulations / company procedures


 Poor attendance
 Bad timekeeping
 Unauthorised absence
 Lack of co-operation
 Unacceptable work performance
 Poor on board sales performance (Cabin Crew)
 Failure to comply with procedures set out in the “Turnaround and Inflight Procedures (TIPs)
Manual” (Cabin Crew)

The Disciplinary Process


Prior to any disciplinary action being taken, there may be one or more investigative meetings with you
and your immediate Supervisor or Manager which may also be attended by a member of the Personnel
Department. At these meetings, an attempt will be made to establish the facts and you will be given an
opportunity to explain your version of events and put forward any information which you feel is
relevant to the investigation. It is only on completion of these meetings that your Supervisor or
Manager will decide if a disciplinary hearing is warranted.
If the Company decides that disciplinary action is warranted, you may be invited to attend further
meetings under the disciplinary process which may also be attended by a member of the Personnel
Department. You are actively encouraged to have a work colleague in attendance at all meetings. A
representative from Crewlink and a representative from Ryanair may attend any of these meetings. The
outcome of these meetings may result in you being issued with one of the following:
First Written Warning
You may be issued with an official written warning by your immediate Supervisor or Manager.
Second Written Warning:
For further or more serious breaches of Company and/ or Client rules, policies and procedures, you may
be issued with a second official written warning by your immediate Supervisor or Manager.

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Final written warning:
Should your job performance continue to fall short of the required standard or another serious breach
of the Company and or Client rules takes place you will be issued with a Final Written Warning by the
Head of Department (or in their absence by another authorised Senior Manager) who will emphasise
the gravity of the matter and the consequences if the required standards are not achieved and
maintained. Where possible, a representative from Crewlink and Ryanair will be present at this
meeting.
Suspension:
In some circumstances the sanction of suspension without pay may be applied. The period of
suspension will depend on the seriousness of the misconduct. Suspension without pay means that no
payments will apply for the period of the suspension (including salary, allowances, shift pay etc.).
Dismissal:
If the problem is not corrected or if another breach of the Company rules takes place, you will be
dismissed by the Head of the Department (or in their absence by another authorised Senior Manager) in
the presence of the Personnel Manager or a nominated Deputy.

The Company reserves the right to adopt later stages of the disciplinary process depending on the
gravity of the incident / circumstances involved.

The Right to Appeal


You have the right to appeal a disciplinary sanction. The appeal must be submitted in writing to the
Director of Crewlink within 5 working days of the sanction being issued to you. This submission must be
labelled “Appeal” and must clearly outline the grounds of appeal. The appeal hearing will be scheduled
within 7 working days by the Director of Crewlink or one of his designated deputies who have not been
involved in the case. The company will endeavour to communicate the outcome of your appeal to you
in writing as soon as possible and normally within 7 days of your hearing.
Gross Misconduct
Major breaches of conduct standards or actions that cause significant losses to the Company or its
Clients may warrant more serious disciplinary action at the outset by adopting later stages of the
Disciplinary Procedure. While actions of this nature are being investigated the person concerned may
be suspended on full pay.
If the Company reasonably believes that the employee is guilty of gross misconduct, disciplinary action
up to and including dismissal may be taken. If it results in dismissal, a letter explaining the nature of the
offence and the reasons for dismissal will be issued.

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Examples of gross misconduct include but are not limited to:

 Violation of a criminal law


 Consumption of alcohol or any other intoxicating substances on or within 8 hours of
commencement of duty for Flight/ Engineering/ Ground Operations staff.
 Acts or threats of physical violence
 Wilful refusal to obey reasonable instructions
 Theft from another employee, from the company or passengers, regardless of the value, is a
fundamental breach of trust and will result in dismissal.
 Malicious damage to company property
 Any falsification or alteration of any time, payment or bonus record that could result in
payments which have not been earned
 Abusive behaviour or blatant disregard for work colleagues or customers
 Failure to report for duty without an acceptable reason and adequate notice
 Any fraudulent practice undertaken whilst on duty or on Company/ or Client premises
 Failure to follow cash handling procedures (including a failure to issue receipts for on board
transactions)
 Deliberate incorrect recording of the issue or receipt of equipment or material belonging to the
Company, suppliers, customers or clients
 Any negligent act or omission either directly or indirectly which results in financial loss to the
Company or client airline
 Breach of safety or security
 Careless or negligent action that could endanger one's own safety or the safety of others
 Abuse of expense claims, sickness benefit scheme or travel procedures
 Absence from work resulting in an abandonment of duties
 Use of e-mail / internet system for purposes other than Company or Client business
 Any disclosure of confidential information relating to Company business
 Insubordinate behaviour
 Any act that deliberately or unnecessarily delays passengers
 Abuse of staff travel privileges
 Failure to obtain and maintain a valid airport security ID
 Abuse of airport security regulations relating to your airport security ID
 Failure to obtain and maintain a valid criminal record check
 Malicious damage to or misuse of company property
 Breach of Company Social Media Policy
 Breach of trust (includes making false or deliberately misleading statements)
 Behaviour that brings the Company’s reputation into disrepute

The Disciplinary Procedures are intended to protect everyone and to ensure fair play at all times. The
investigative meetings may or may not result in disciplinary action being taken but if they do, we
encourage you to bring a work colleague to any disciplinary meetings.

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Note:

 The Disciplinary Procedures set out above do not form part of your contract of employment and
may be changed by the Company in its absolute discretion at any time.
 Failure or refusal to attend any meetings under the disciplinary procedure may be treated as a
separate disciplinary matter and investigative meetings / disciplinary hearings may be held in
your absence if you persistently fail to attend scheduled appointments.

Appendix 2
GRIEVANCE PROCEDURES
The purpose of the grievance procedure is to provide Crewlink Ireland Limited employees with an
accessible process of addressing work related problems or issues they may have. The grievance
procedure should be seen as a last resort and not an automatic step. It is intended to solve problems,
not create them. The grievance procedure may be suspended if you do not comply with the guidelines
outlined or where it is felt that a fictitious or malicious claim has been made. Abuse of the grievance
procedure may, in extreme circumstances, lead to disciplinary action.
If you have a work related grievance that you wish to resolve, you should observe the following stages
of the grievance process:
Stage 1 – Immediate Ryanair Supervisor / Manager
You must inform your immediate Supervisor / Manager of your grievance in the first instance in an
attempt to resolve it informally. This stage can only be skipped if your Supervisor/Manager is the
subject of your grievance.

Stage 2 – Head of Department / Personnel Department


If the matter has not been resolved at the previous stage you may lodge a formal grievance in writing
and send it to Crewlink Ireland Limited
If deemed necessary the Head of Department and/ or the Personnel Department will conduct a formal
investigation which may involve a grievance hearing with you. At the conclusion of the process you will
be provided with the decision and reason in writing.

Stage 3 – Director of Crewlink Ireland Limited


If you are not satisfied with the outcome of the formal investigation you can appeal. Any appeal must be
submitted in writing, clearly outlining the grounds of your appeal within 5 working days of the decision.
The appeal will be headed by the Director of Crewlink Ireland Limited or designated deputy. This is the

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final stage of the internal grievance process. The decision of the Director of Crewlink Ireland Limited or
designated deputy will be final and you will have no further right to appeal.
Please Note:

 All grievances must be reported within 28 days of the issue/ problem occurring.
 The purpose of the grievance procedure is to resolve issues and it is a prerequisite for submitting
a grievance that you must detail what remedy or resolution you are seeking. Failure to do so
may result in your grievance being deemed invalid under the grievance procedure.
 You are actively encouraged to have a work colleague in attendance with you at any meeting at
which your grievance is discussed and at any subsequent appeal hearing.
 You must fully cooperate with any investigation into the issues you raise including attending
meetings with the grievance officer. At any meeting you must be forthcoming with all
information that is relevant to your grievance and actively engage in the meeting to work
towards a resolution.
 You must present all allegations from the outset, if you withhold any allegations or fail to
disclose any information relevant to your grievance this could be deemed an abuse of the
grievance procedure and could lead to invalidate your grievance and disciplinary action.
 Once the grievance process has commenced you must deal with the person appointed to hear
your grievance. You are prohibited from raising the same or a related grievance with another
manager and in these circumstances all correspondence will be forwarded for consideration to
the manager appointed to hear your grievance.
 The grievance procedure does not form part of your contract of employment and may be
changed by the Company in its absolute discretion at any time.
 All grievances must be lodged within the tenure of your employment.
 If you fail to comply with any of the grievance procedure the Company reserves the right to
withdraw your grievance.
 If you submit a grievance regarding an on-going disciplinary investigation that you are involved
in, this will be dealt with during / as part of the disciplinary process.

Appendix 3
TURNAROUND & INFLIGHT PROCEDURES (TIPs MANUAL)

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This can be found on www.cabincrewdock.com under the section displayed below.

Fact Sheet 1 Pension Scheme

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Please refer to your contract of employment as this section may not
apply to every employee:
As required by Section 121 & 123 of the Pensions Acts 1990-2002 those employees who wish to save for
their retirement can do so through the company PRSA (Personal Retirement Savings Account) scheme.
Further details are available from Crewlink Ireland Limited (Tel +353 1 895-2065) who will provide you
with a salary deduction facility for standard PRSA’s. This arrangement will provide you with a very
convenient mechanism for saving for your retirement and enables you to take advantage of the income
tax and PRSI relief available on your contributions.

Fact Sheet 2
Interline Agreement:
CREWLINK IRELAND LIMITED has agreed the following interline (discounted staff travel) agreement with
Ryanair.

Eligibility: All Crewlink Ireland Limited employees operating on Ryanair aircraft are eligible
for discounted staff travel upon commencement of employment.

Validity: This agreement is valid from 1st June 2004.

Privilege Travel:
Ryanair Routes: €7.50 / £6.00 per passenger per sector - plus all applicable taxes on a standby
basis.

White Tickets
White tickets are standby and you can use them as frequently as you like for personal travel on the
Ryanair network. Cabin Crew and Pilots must apply for White Staff Travel on Crew dock by clicking on
the link on the Crew dock/ CabinCrewdock home page and filling in the online form. If you are not a
pilot or member of Cabin Crew you must submit a hard copy white travel application form by fax to the
relevant Interline Department. All Ryanair staff is entitled to use White Staff Travel.

Is it just me or can my family use these privileges?


Only employees of Crewlink Ireland Limited and not their family members are entitled to white tickets.

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Do I have to pay for my bag?
All staff wishing to check in luggage must pay the relevant fees. The number of checked in bags must be
requested and paid for at the time of booking. If baggage is presented unbooked at the airport, the
airport check in fee must be paid at the ticket desk, along with the relevant fee per sector. If you are
travelling on staff travel and are not checking in bags then you do not have to pay the airport check-
in fee.
Completing the forms correctly
For obvious reasons, the forms must be completed correctly and in full - interline staff are very
efficient but they're not mind readers! When completing the forms (either on Crew dock or paper
copies) make sure you fill in all details correctly – otherwise your booking may not be processed. Pay
close attention to your credit card details and make sure your card has sufficient funds to accept the
charges – or you will have to reapply. So, to complete the forms you'll need:

 Your D.O.E. – (Date of Entry)


 Staff Number
 Credit Card details / Expiry date
 Flight details – Numbers and Dates
 Hard copy white travel forms must be signed by an authorised signatory

I’ve filled in my forms, how do I make my booking?


Obviously you have to book and pay for your staff travel in advance. Bookings must be made at least 3
full days before you are due to travel.

 Cabin Crew and Pilots


Apply for staff travel through the link on Crewdock and Cabin Crew Dock – full instructions are
provided but if you are unsure ask your Base Supervisor / Base Captain for assistance.

Please ensure you apply either via Crew dock or by submitting a signed form if you don’t have access to
Crew dock – telephone / email requests cannot be processed.
It is your responsibility to double check that the bookings are correct before departure. You should
receive a travel itinerary as soon as your booking is processed. If you don’t, you must retrieve your
booking on www.ryanair.com using the “Manage My Booking” option. You will need your
confirmation number (Cabin Crew and Pilots will receive this on Crew dock) and your email address/
credit card number.
What about Duty Travel?
If you have to travel for duty purposes you must complete a yellow duty travel form, have it signed by
an authorised signatory and return the form to the Interline Department in Dublin or Stansted. Requests

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may be emailed in advance but you must copy the authorised signatory and all requests must be
followed up with a signed Duty Travel Form before you travel.
Can I change my flights?
Staff travel bookings are not refundable, however unused staff travel can be changed before and after
departure (bookings are valid for 6 months) Cabin Crew and Pilots must request their flight changes via
the “Post a Query” section on Crew dock.
Staff travel bookings may be changed at an airport ticket desk in the following circumstances only:

 If the flight is delayed


 If the flight is cancelled
 If the staff member has missed the flight (in this case changes can only be made on the day and
if the staff member is present at the airport).

Is there anything else I need to know?


All privileges cease and all bookings are cancelled on the day you leave Crewlink Ireland Limited Staff
travel is a privilege and not a right – abuse of this privilege may result in disciplinary action and a ban
from using staff travel. Please see the Interline Guide on TAKEOFF for a full list of terms and conditions.

N.B. Staff travel is on Standby basis – you can only travel if there are seats available

Terms & Conditions:


Any abuse of this system, which is largely based on trust, will be dealt with under the disciplinary
procedure and could result in dismissal or suspension of travel benefits. Here are some guidelines to
keep you out of hot water (this list is not exhaustive);

• You must not sit in seats 1ABC, 2DEF or over the wing exits except where you have boarded last and
these seats are unoccupied by a revenue passenger.
• Do not engineer a situation either by yourself or with other staff whereby you enjoy confirmed travel
on a standby ticket or have a revenue passenger offloaded.
• No queue jumping or saying the dreaded "I'm staff", you're on privilege travel and our fare paying
passengers always come first
• Do not behave in any way that could bring the airline into disrepute
• Always pay attention to the safety demonstration, no matter how many times you've seen it.
• Don't turn up at the gate without a boarding card you need one to get on board (absolutely no
exceptions).
• If you are travelling you must have checked in or be officially included on the voyage report (again
absolutely no exceptions).

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• Allocation of seats while on standby travel is decided by date of entry to the company.
• All staff travel benefits end on the day your contract ends or is terminated
• You may not use staff travel if you are absent from work due to illness unless it is agreed in writing by
the Personnel Department prior to travelling.

Fact Sheet 3 Absence from Work


Because absence or lateness causes major problems to our client’s operations (e.g. flight delays), good
attendance and punctuality is essential in all areas of the Company. Attendance records will be
considered when assessing suitability for permanent employment and promotion. While it is accepted
that circumstances may arise when absence from work is unavoidable, it is essential that the following
procedures are strictly adhered to when unavoidable absence occurs:

What to Do If You Are Absent From Work


 If you are unable to attend work due to illness, injury or for any other reason other than
approved leave, training or business purposes you must notify the Crew Control Department in
Dublin at least two hours prior to the start of your working day or shift
 Failure to notify Dublin Crew Control by telephone (text messages/emails etc are not permitted)
of your absence at least two hours prior to the start of your working day or shift will result in
your absence being classified as “unauthorised” or a “No Show”.
 If the reason for the absence is deemed to be unacceptable it will be classed as “unauthorised”.
 Unauthorised absence or no-shows will be unpaid and no payments under the discretionary
Crewlink Sickness Benefit Scheme will apply. If the reason provided for the absence is deemed
unacceptable by the Company/Client, the absence will be classified and recorded as
“unauthorised”.
 You must submit a written self-certification form (available from the intranet site) and a medical
certificate if applicable on the first day of your absence unless you are bed bound. These
certificates must state the nature of your illness and your anticipated date of return to work.
Crew submit the self-certificate to Dublin by fax from the crew room.
 If you are absent from work for three or more consecutive days (including Saturdays and
Sundays) due to illness or injury you must obtain a medical certificate from a qualified medical
practitioner which should be submitted to Dublin crew control on your third day of absence
(unless bedbound).
 All medical certificates (regardless of which country they originated from) must be written in
English. If the certificate is not in English you must include an official English translation. Medical
certificates submitted which do not comply with this requirement will be deemed invalid and the
absence considered unauthorised.
 The entire duration of your absence must be certified either by a self-certificate or a medical
certificate (if you are absent for more than three days) and must state the reason for your
absence and anticipated return to work date.

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 Where advance knowledge of absence is available e.g. a scheduled operation, then the company
should be notified in advance of this absence and all certificates must be submitted prior to this
absence. Discretionary sickness benefits may not apply to pre-planned absences.
 You must keep the Company/Client advised if your absence is likely to continue and when you
are due to return to work. If your absence is going to continue then a valid medical certificate
must be submitted no later than the day before your previous medical certificate expires. If a
medical certificate is not submitted by this time then the absence will be deemed unauthorised
and any entitlements under the discretionary sickness benefit scheme may be withdrawn.
 You are required to keep in regular contact with the company during your absence and must
check Crewdock on a weekly basis during your absence.
 All employees who are paying Irish social insurance (PRSI) must submit an “Illness Benefit Claim
Form” to the Department of Social Welfare for any absences lasting six or more consecutive
days. If you are based in Ireland you must obtain this form from your medical practitioner. If you
are based in one of our client’s European Bases outside of Ireland and you are on Irish Social
Insurance you should request this form from your Base Supervisor.

The Company will be entitled, at its expense, to require you to be examined by an independent medical
practitioner of the Company’s choice at any time (whether or not you are absent by reason of sickness
or injury) and you agree that the doctor carrying out the examination may disclose to and discuss with
the Company the results of the examination. All medical reports and results from any such examinations
will remain the property of the company. It is a condition of your employment that you attend medical
appointments arranged by the company including where it requires travel e.g. to Dublin.

CREWLINK SICKNESS BENEFIT SCHEME

What is the Crewlink Sickness Benefit Scheme?


The purpose of the discretionary Crewlink Sickness Benefit Scheme is to provide some level of financial
assistance to employees when they are genuinely ill and incapable of work. All employees who are
employed by Crewlink who have successfully completed their probationary period and who comply with
all of the following conditions may be eligible to apply for this discretionary benefit. It must be clearly
understood that there is no automatic entitlement to the Crewlink Sickness Benefit Scheme and
sickness benefits are payable entirely at the discretion of Crewlink.

Qualifying Conditions:
 It should be clearly understood that this scheme is a discretionary Company benefit and not a
statutory right. The Company may, at its absolute discretion, amend, vary or withdraw the
scheme.
 All of the procedures in the above section “What to do if you are absent from work” must have
been completed in full. Your absence must be medically certified by a qualified medical
practitioner and written in / translated to English (regardless of the country from which they
originated). Medical certificates submitted which do not comply with this requirement will be
deemed invalid and absence unauthorised and you will not qualify for payment under the
discretionary Crewlink Sickness Benefit Scheme

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 If you are paying Irish social insurance (PRSI) it is your responsibility to make an application to
the Department of Social Welfare for Illness Benefit if you are absent from work for six or more
consecutive days.
 Crewlink will make deductions from your monthly pay in respect of Social Welfare Illness Benefit.
 If you are on unpaid leave you are not entitled to payments under the discretionary Crewlnik
Sickness Benefit Scheme.
 If you are absent from work as a result of an accident which occurred at work, any payments you
receive from the Company in respect of said absence is paid as a loan which you must repay to
the Company if you recover damages in respect of your injury, condition or absence from work.
 Sickness benefits are not paid for the first three consecutive days of absence during any period
of absence.
 Sickness benefits are not payable during periods of pre-planned leave (including annual leave
and unpaid leave).
 Sickness benefits are not payable during periods for which you previously applied for any form of
leave including annual, unpaid, parental etc.

N.B. - You cannot be considered for discretionary sickness benefits if:

 You do not comply with the absence policy and/or qualifying conditions set out above at all
times during your absence
 You do not attend a medical appointment arranged by the company
 You fail to attend meetings and/or answer calls from the company. You must be contactable
during your absence.
 You are subject to a disciplinary investigation. Payments will cease when a disciplinary
investigation is initiated pending the outcome of the disciplinary process. Benefits may be
reinstated and/or back payments made when the disciplinary process is concluded at the
company’s discretion.
 You have resigned and you are working your notice period.

If any of the above applies you will not qualify for discretionary sickness benefits.

If you do qualify for payments under the Crewlink Sickness Benefit Scheme, the following
discretionary benefits apply:

 You will receive the equivalent payment to a ground duty payment applicable at your base, less
any Social Welfare payments you are entitled to, for a maximum period of 14 working days in
any 12 month period.
 Crewlink will pay a maximum of 42 days’ sickness benefit in any 5 year period.

Fact Sheet 4 Maternity Leave


Ireland + all non-UK Bases

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Maternity Health & Safety Leave
In certain circumstances pregnant employees may be unable to perform their existing duties because of
a Health and Safety risk to themselves, their unborn child or indeed Ryanair customers. When a risk
assessment dictates that your normal duties are unsuitable the Company and its Client will endeavour
to accommodate you with suitable alternative work. Female Cabin and Flight Deck Crew Members –
wherever you are based commercial airline regulations require all female cabin or deck crew members
to notify their supervisor/manager and the Crewlink HR/Personnel Dept. immediately they become
aware that they are pregnant. The Company/Client will endeavour to offer an alternative ground duty
position with Ryanair for the period up until you avail of maternity leave. If in the opinion of the
Company, no suitable alternative work is available, you will be allocated Maternity Health and Safety
Leave in accordance with the terms of the Maternity Protection Act 1994. Maternity Health and Safety
lasts as long as the employee remains in the risk category or until her maternity leave begins.
What payment will I receive for "alternative work"?
Crew who has been assigned a ground duty position will be paid a ground duty rate as long as the
employee remains in the risk category or until maternity leave begins. Please ask you Base Supervisor
or Crewlink HR/Personnel Dept. for details of the current rate.
Payment of Maternity Health and Safety Leave is as follows –
• The first 3 weeks (ground duty rate/average salary) will be paid by employer
• Further Payments will be made by the Department of Social Welfare.
In such a case where no alternative employment can be offered a certificate will be issued to allow
State benefits to be claimed.
Maternity Entitlement
If you start maternity leave on or after 1 March 2007, you are entitled to 26 weeks’ maternity
leave together with 16 weeks additional unpaid maternity leave. Under the Maternity Protection
(Amendment) Act 2004 at least 2 weeks have to be taken before the end of the week of your baby's
expected birth and at least 4 weeks after. You can decide how you would like to take the remaining
weeks.

Payment during maternity leave


To receive payment during maternity leave you would need to qualify for Maternity Benefit which is a
Department of Social and Family Affairs payment. To qualify for this you must have sufficient PRSI
contributions.

All UK Bases ONLY


Maternity Leave
All female employees are entitled to 26 weeks of ‘ordinary maternity leave’ and 26 weeks of ‘additional
maternity leave’ (52 weeks in total).

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When can I start my maternity leave?
You can start your Statutory Maternity Leave any time from 11 weeks before the beginning of the week
when your baby’s due.

Maternity Pay
Statutory Maternity Pay
If you have been continuously employed for at least 26 weeks into the 15th week before the week your
baby is due, you qualify to receive Statutory Maternity Pay (“SMP”) for up to 39 weeks of the leave.
SMP will be paid into your bank account each month and will be subject to normal tax and national
insurance deductions.
How much SMP will I get?
You will receive 90% of your average weekly earnings for the first six weeks then up to £124.88 for the
remaining 33 weeks. Tax and national insurance are payable on SMP.
What happens if I don’t qualify for SMP?
If you do not qualify for SMP you may be entitled to receive Maternity Allowance (“MA”). The standard
rate of MA is £123.06 or 90% of your average weekly earnings, whichever is less. MA is paid for up to 39
weeks; it is not liable to Income Tax or NI contributions. You can claim MA as soon as you have been
pregnant for 26 weeks. To get a claim form (Form MA1) you will need to contact your local Jobcentre
Plus. You will also need to submit a “SMP1” form with your MA1 claim form, please contact the
Personnel Department for further information.
Conditions of payment:
 Inform your Supervisor or Manager as soon as you become pregnant.
 Inform the company in writing at least 15 weeks before the beginning of the week your baby is
due, of the date that you intend to commence maternity leave.
 Within 28 days of receiving this notice, the personnel department will notify you of the end date
of your maternity leave and the date that you are due to return to work.
 You can change your mind about the start date but you must give 28 days’ notice. If you wish to
change your return to work date, you must provide 8 weeks’ notice.
 Submit a copy of your “MATB1” (maternity certificate provided to you by your doctor or
midwife) to the Personnel Department, which confirms the date your baby is due, at least 15
weeks before the beginning of the week your baby is due.

Maternity Health & Safety Leave


In certain circumstances pregnant employees may be unable to perform their existing duties because of
a Health and Safety risk to themselves, their unborn child or indeed Ryanair customers. When a risk
assessment dictates that your normal duties are unsuitable the Company and its Client will endeavour

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to accommodate you with suitable alternative work. Commercial airline regulations require all female
cabin or deck crew members to notify their manager immediately when they become aware that they
are pregnant. We will endeavour to offer an alternative position for the period up until you avail of
maternity leave. If in the opinion of the Company, no suitable alternative work is available, you will be
allocated Maternity Health and Safety Leave in accordance with the terms of the Employment Rights Act
1996. Maternity Health and Safety Leave lasts as long as the employee remains in the risk category or
until her maternity leave begins.
TIME OFF FOR MEDICAL ANTENATAL APPOINTMENTS AND CLASSES
In accordance with the Employment Rights Act 1996, reasonable time off work for medically
recommended (as opposed to educational) antenatal appointments and classes will be provided subject
to the following.
Requests should be submitted to your Supervisor/ Manager and copied to Personnel at least 14 working
days in advance of the appointment/class for consideration and approval. Medically recommended
antenatal appointments and classes should be arranged on a non-work day or where that is not possible
at the start or end of the working day.
If you are applying for time off you are required to provide the following
• an appointment card must be presented with your request to your Base Supervisor/Manager.
• a written estimate of how long you will be absent from work (including travelling time) if your
appointment is scheduled during your working day. You must return to work after any approved
medical antenatal appointment or class.
Arrangements to attend these appointments and classes should not be made until written confirmation
from Base Supervisor \Manager has been received stating that the time off for attending has been
granted. Any appointments or classes that are arranged without prior written permission from the
Company may result in your request being denied.
Permission for time off may be refused in certain circumstances, for example where a non urgent
appointment is made at short notice that could be rearranged and no cover is available.
The above policy does not apply to educational antenatal activities which must be attended in your own
time.

Fact Sheet 5 Annual Leave


The ability to take time off work for leisure activities, and still get paid…
Annual Leave Entitlement

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 The company annual leave year runs from 1st April to 31st March. You must use your full annual
entitlement within this period.
 You are entitled (in addition to the usual bank and public holidays) to 1.66 days per month
worked
 This entitlement is based on an 8-hour working day.
 If your employment commences on or before the 15th day of the month you will be eligible for
that month’s entitlement. Similarly if you leave on or after the 15 th day of the month you will be
eligible for that month’s entitlement.
 If you work on an ‘ad-hoc’ basis your holiday entitlements will be specified in your contract of
employment.
 If you resign any periods of annual leave due to occur during your notice period may be
cancelled at the discretion of your manager.
Conditions:

 The dates of your annual leave must be approved beforehand by the Company.
 While every effort will be made to accommodate your desired annual leave requests, you must
recognise that our busiest periods are during peak holiday times, therefore the allocation of
annual leave will be strictly governed by the requirements of the business – we cannot all go on
holidays when Ryanair passengers want to.
 Ryanair are a transport company and reserve the right to allocate leave
 Where annual leave has been agreed beforehand by a manager but operational requirements
necessitate your attendance at work, the company reserves the right to cancel your annual leave
and require you to rearrange it on alternative dates (this step will only be a last resort).
 Non-operations staff will be required to take up to 3 days from their annual leave entitlement
over the Christmas period (and 1 day for Good Friday- Euro zone)
 On the termination of your employment, where you have taken more or less than your annual
leave entitlement, an adjustment (based on your normal rate of pay) will be made in your final
salary, either by way of deduction if you have taken more than your entitlement to that date, or
by way of an additional payment where you have taken less than your entitlement.

How to arrange your annual leave:


Different departments have different procedures for requesting holiday leave; please consult your
immediate supervisor for information. Crew must apply for annual leave on Crew dock. It is important
to apply for your leave well in advance so we can plan our rosters.
Public Holidays:
In addition to your annual leave days, you are also entitled to 9 public holidays if you are contractually
based in Ireland and 8 if based in the UK.

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Irish Public Bank Holidays:

 New Year’s Day (1st January)


 St. Patricks Day (17th March)
 Easter Monday (Varies)
 Mayday (1st Monday in May)
 First Monday in June
 First Monday in August
 Last Monday in October
 Christmas Day (25th December)
 St. Stephens Day (26th December)

Public Bank Holidays UK:

 New Year’s Day (1st January)


 Good Friday (Varies)
 Easter Monday (Varies)
 Early May Bank Holiday (1st Monday in May)
 Spring Bank Holiday (Last Monday in May)
 Summer Bank Holiday (Last Monday in August)
 Christmas Day (25th December)
 Boxing Day (26th December)

Fact Sheet 6 Code of Business Ethics


1. INTRODUCTION
Crewlink and our client Ryanair is committed to conducting business in an ethical fashion that complies
with all laws and regulations in the countries in which Ryanair operates. As employees and representatives
of Ryanair, we must consider how our actions affect the integrity and credibility of the Company as a
whole. This Code of Business Conduct & Ethics sets out the principles that constitute our way of doing
business. In addition to the Code of Business Conduct & Ethics employees are also bound by the terms of
the “Rough Guide to Crewlink Ireland Limited” which contains employees’ terms and conditions of
employment with Crewlink as amended from time to time. The management at all levels of the Company
and its Client are responsible for ensuring adherence to this Code. They are expected to promote an “open
door” policy so that they are available to anyone with ethical concerns, questions or complaints. All
concerns, questions, and complaints will be taken seriously and handled promptly, confidentially and
professionally. Any significant deviations from this Code will be reported to the Audit Committee.
Amendments to this Code will be reviewed and approved by the Audit Committee. For executive officers,
only the Board of Directors may grant a waiver of a provision of this Code. Consultants, contractors and
other non–employees who represent Ryanair or provide services to Ryanair must comply with this Code in
the same manner as applies to Ryanair employees. The following standards of conduct will be enforced at
all levels within Ryanair:

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2. WORK ENVIRONMENT

2.1 Discrimination & Harassment


The working environment created by the Company and its Client promotes equal employment
opportunities and prohibits discriminatory practices, including harassment (sexual, physical or verbal).
Employees and candidates will be judged on the basis of their behaviour and qualifications to perform their
jobs, without regard to race, gender, religion, disability, age, marital status, sexual orientation, political
beliefs or any other characteristic protected by applicable laws.

2.2 Privacy of Personal Information


In compliance with data protection legislation, the Company and its Client will acquire and retain only
personal information that is required by law and for the effective operation of the Company. Access to
such information will be restricted internally to authorised personnel. Employee communications
transmitted by the Ryanair’s systems are not considered private. By using Ryanair’s equipment, employees
consent to having such use monitored and restricted by authorised personnel.

2.3 Internet Usage


Ryanair provides access to the Internet for the purpose of conducting company business only. The Internet
can be used for personal use outside normal office hours and during lunch hour. Disciplinary action will be
taken against any employee where Internet usage is considered abusive, unacceptable or illegal.

2.4 Substance Abuse


All of the following are strictly prohibited and will be subject to disciplinary action:
 Being impaired by drugs or alcohol while performing company business.
 The sale or unauthorised use of alcohol on Ryanair premises / while performing company business.
 Any employee found using, selling or in the possession of illegal drugs on Ryanair premises / while
performing company business.

3. BUSINESS ACTIVIES

3.1 Ryanair Commitment to Customers, Suppliers & Shareholders


For their customers, Ryanair is committed to fulfilling their needs in an honest and fair manner. Ryanair is
committed to generating sales through price, quality and the ability to fulfil commitments. For their
suppliers, Ryanair is committed to obtaining the best value on the basis of open and truthful
communication. For their shareholders, Ryanair is committed to disclosing the results of operations on a
timely basis and in a fair, accurate and understandable manner. Ryanair is dedicated to providing a
reasonable return on investment by pursuing sound growth and earnings objectives while exercising
prudence in the use of assets and resources.

3.2 Competition Restrictions


Ryanair will conform to all competition and antitrust laws enacted to prevent interference with a
competitive market system. Under these laws, no company / individual may enter into any formal or
informal agreement with another company / individual, or engage in certain other activities, that
unreasonably restrict competition. Employees are required to report any instance in which a competitor
has suggested collaboration to their department head. It is essential that Ryanair understand its

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competitors and be able to collect legitimate intelligence about them. Ryanair employees must not obtain,
process, use or disclose confidential information of any third parties without appropriate authorisation
from the applicable third party. Employees must not use any illegal or unethical means of gathering data
about competitors

3.3 Fair Dealing


Ryanair does not seek competitive advantage through illegal or unethical business practices. All employees
/ directors should endeavour to deal fairly with customers, competitors and employees. No employee /
director should take unfair advantage of anyone through manipulation, concealment, abuse of privileged
information, misrepresentation of material facts, or any unfair dealing practice.

3.4 Gifts & Entertainment


No gift, hospitality or other benefit should be accepted or given that could impair, or appear to impair, an
employee’s objectivity or impartiality. Employees are permitted to accept gifts / entertainment of nominal
value (approx. EURO100) and in a form such that it cannot be construed as a bribe. Employees are
prohibited from accepting anything that is accompanied by any express or implied understanding that the
recipient is in any way obligated to do something in exchange for the gift. In some cases, an employee may
feel that refusal of a gift would be construed as discourteous by the host. In these cases, employees should
accept the gift on behalf of Ryanair and report it to their Department Head who can then decide how best
to treat it. The Company and its Client do not condone bribery in any form. Employees must not give or
offer anything of material value to any customer or supplier as an inducement to obtain business or
favourable treatment. Similarly, employees must not accept anything with a monetary value in return for
giving favourable treatment to customers or suppliers either for themselves or others.

4. FINANCIAL REPORTING

4.1 Accurate Accounts & Records


The law requires Ryanair to ensure that its accounts and records accurately and fairly represent
transactions and the use of assets in reasonable detail. All company books and records must be true and
complete. False or misleading entries are strictly prohibited, and the company will not condone any
undisclosed liabilities or unrecorded bank accounts or assets established for any purpose. Employees must
never knowingly create or participate in the creation of records that are misleading or artificial. Access to
company assets is permitted only in accordance with management’s general or specific authorisation, and
transactions must be executed only in accordance with management’s general or specific authorisations.
Transactions involving the company must be recorded, to permit preparation of our financial statements in
line with generally accepted accounting policies and related requirements, and to maintain accountability
for the company’s accounts. Administrative and accounting controls have been implemented to provide
reasonable assurance that financial and other reports are accurately and reliably prepared. Employees are
expected to co-operate fully with both our internal and our external auditors.

4.2 Complete, Accurate, & Timely Disclosures


Ryanair is a publicly owned company and its shares are listed for trading on a number of stock exchanges.
As a result the Client is obliged to make various disclosures to the market. The Client is committed to full
compliance with all requirements applicable to its public disclosures. The company has implemented
procedures to assure that its public disclosures are timely, compliant and otherwise full, fair, accurate and
understandable. Employees who provide information as part of this process, have a responsibility to assure

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that such disclosures and information are complete, accurate and in compliance with the company’s
disclosure procedures.

5. COMPANY PROPERTY

5.1 Company Assets


All employees have a duty to ensure the efficient use of Ryanair assets and to protect them from loss,
damage, and misuse. Assets may not be used for personal benefit without proper authorisation.
Employees may not perform non-Ryanair work on the Company’s or its Client’s premises or while working
on Company time, including any paid leave granted by the Company. Employees are not permitted to use
Company or the Client assets (including equipment, telephones, materials, resources or proprietary
information) for any outside work.

5.2 Confidential Information


All employees have a duty to safeguard confidential information about Ryanair. Employees are prohibited
from discussing competitively sensitive information, such as pricing policies, contract terms, costs,
marketing plans, and other proprietary or confidential information. The duty continues even after
employees have ceased their employment with Crewlink Ireland Limited. All outside requests for company
information should be directed to authorised persons.
In compliance with data protection legislation all employees have a duty to safeguard confidential
information provided by Ryanair customers. The Company’s or its Client’s employees are prohibited from
passing on any information to 3rd parties in any format other than as part of their normal duties and
responsibilities. If in any doubt an employee should contact his/her manager/supervisor. Failure to comply
with the above will result in disciplinary action being taken.

6. CONFLICT OF INTEREST
The Company and its Client respect the privacy of every employee in the conduct of his/her personal
affairs. However, all employees have a duty to ensure that their personal and financial interests do not
conflict with, or appear to conflict with, their duties on behalf of Ryanair. Employees must be able to
perform their duties and exercise their judgements on behalf of the Company and its Client without
impairment by virtue of an outside or personal influence.

6.1 Outside Activities


Employees, officers and members of the Board of Directors of the Company and its Client may not work for
or receive compensation for their services from any competitor, customer, distributor or supplier without
the prior approval of the Chief Executive. Similarly, employees may not serve on the Board of Directors of
another company or government agency without the advance approval of the CEO. Employees who start
their own business or take on additional part time work (with organisations that are not competitors,
customers, or suppliers) must notify their department head. Employees may participate in civic, charitable
or professional activities provided the activities do not interfere with the employee’s responsibilities to the
Company or its Client. Employees may not use the Ryanair name to lend weight or prestige to an outside
activity without prior permission.

6.2 Investments
Employees and officers (and their family members) may not have financial interests in any competitor,
customer, distributor or supplier where this would influence, or appear to influence, their actions on

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behalf of the Client (e.g. holding shares representing in excess of 1% of the publicly traded shares of a
corporation).

6.3 Family Members & Close Personal Relationships


The Company or its Client does not discourage relatives from working for the Company. However,
employees should not normally supervise or be in a position to influence the hiring, job responsibilities or
performance assessment of a close relative. Employees who have family members or friends that work for
businesses seeking to provide goods and services to the Company may not use their personal influence to
affect negotiations. Employees who have relatives or friends that work for competitors should discuss
difficulties that might arise and appropriate steps to minimize any potential conflict of interest with their
department head.

6.4 Corporate Opportunities


Employees may not avail of, or give the benefit to any other person or organisation, of any business
venture, opportunity or potential opportunity that they learn about in the course of their employment and
that is in the Company’s or Client’s line of business, without first obtaining the Company’s or Client’s
consent. It is never permissible for employees to compete against the Company or its Client, either directly
or indirectly.

6.5 Related Party Transactions


A conflict of interest may exist where an employee conducts business on behalf of the Company or its
Client with a family member or with an entity in which they or family members plays a key role. Family
members include spouses, children, parents, sisters, brothers, grandparents, aunts, uncles, nieces,
nephews, cousins, step-relationships, in-laws and significant others. Employees and officers owe a duty to
the Company to advance its legitimate interests when the opportunity to do so arises. If a related party
transaction is unavoidable, the employee must submit a written description of the proposed transaction to
the Audit Committee and withdraw from any participation in the selection of that business or business
relationship.

6.6 Insider Trading


The Company’s or its Client’s employees must not disclose non-public information to any other person. All
countries have strict laws prohibiting the buying and selling of shares using material corporate inside
information that is not yet available to the public. Severe penalties can be imposed on employees, their
families and recipients of this insider information. Any employee who engages in insider trading will be
subject to immediate termination of employment. This restriction also applies to trading in the securities of
any other company based on inside information acquired as a result of employment with Ryanair or from
some other business association with Ryanair.

7. LAWS & REGULATIONS


The Company’s and its Client’s employees are required to comply with all applicable laws, rules and
regulations. They are also responsible for complying with requirements of any contracts that have been
entered into with other parties. Any suspected or actual violation of any applicable law / regulations or
contractual undertakings should be reported immediately to the employee’s department head.

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7.1 Employment Laws & Regulations
The Company and its Client are committed to the fair and equitable treatment of all employees and abides
by employment laws in the countries in which it does business. These laws prohibit loans and guarantees
of obligations in the case of a Company’s and Client’s directors and executive officers. Therefore it is
Company’s and Client’s policy that loans will not be made to employees.

7.2 Health & Safety Laws & Regulations


The Company and its Client strive to provide its employees with a safe and healthy working environment.
The Company and its Client will conform to all applicable laws and regulations relating to workplace health
and safety. Every employee is responsible for complying with the law, with safe work practices and with
the Ryanair Health & Safety policies in order to ensure their own health and safety. All employees must use
all safety equipment as may be required in the normal course of their work.

7.3 Environmental Laws & Regulations


The Company and its Client are committed to doing business in an environmentally responsible manner.
This includes complying with laws involving environmental quality and related health and safety issues.
Accordingly, every employee is expected to conduct the company’s business in an environmentally
responsible manner and not to engage in any activity that violates environmental laws or regulations.

8. DISCIPLINARY ACTION
The internal auditor will investigate all allegations of potential wrongdoing and a report will be made to the
Audit Committee. All employees are required to cooperate fully with any investigation. Disciplinary action
will be taken against any employee / officer who violate, or encourage / request others to violate this
Code. Employees who report potential / suspected violations in good faith will not be subject to any
retaliation by the company or it’s Client. Any person who takes action in retaliation against such an
employee will be subject to serious disciplinary action. Any person knowingly making false accusations of
misconduct will be subject to disciplinary action.

9. REPORTING PROCEDURES

9.1 Questions in relation to the Code.


Employees who have any questions about this Code should contact their immediate supervisor (or another
member of management if they do not think their immediate supervisor is appropriate).

9.2 Reporting a conflict of Interest


Employees who believe it is not possible to avoid a conflict of interest must bring this to the attention of
their department head and make full written disclosure of the surrounding circumstances. The employee
will be expected to take whatever action is determined by the Company or its Client to be appropriate to
rectify any conflict of interest that is found to exist.

9.3 Whistle blowing Procedures


The Company has an open door policy that gives employees the freedom to approach any member of
management with ethical questions or concerns without fear of retaliation.

Employees can report issues directly to the internal auditor:

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Roseann Walshe - Ryanair Corporate Head Office, Dublin Airport, Ireland.
+353 1 812 1320
walsher@ryanair.com

At any time, staff members are entitled to request a meeting with the internal auditor or any other
independent member of staff.

Fact Sheet 7 Confidential Information


Monitoring Confidential Information
The Company reserves the right to listen to or have access to read any communication made or received
by you using its computers or telephone system without notice for the following purposes:

 To establish the existence of facts


 To ascertain compliance with regulatory or self-regulatory practices
 For quality control and staff training purposes
 To prevent or detect crime
 To investigate or detect unauthorised use of Ryanair’s Telecommunication system
 To intercept for operational purposes, such as protecting against viruses and making routine
interceptions such as forwarding emails to correct destinations.
 To check voice mail systems when staff are on holiday or on sick leave.

The company also reserves the right to make and keep copies of telephone calls or emails and data
documenting use of telephone, email and / or the internet systems, for the purpose set out above, and if it
sees fit to use the information in disciplinary proceedings against employees. The company may bypass
any password you set. You may only set passwords and security codes for your computer, the system or
any part of it or documentation held on it in accordance with company policy from time to time. All
communications and stored information sent received, created or contained within the Crewlink Ireland
Limited/ Ryanair systems are the property of Crewlink Ireland Limited/ Ryanair and accordingly should be
considered private.

CONFIDENTIAL INFORMATION
Except insofar as your duties shall require it, you shall not, during the continuance of your employment
with the Company or at any time after the termination thereof, without the previous written consent of
the Company, disclose any “Confidential Information” relating to the Company and/or its associated
companies or their respective businesses, any trade secrets, the knowledge of which you may possess
while in the employment of the Company, not use or attempt to use such information or trade secrets in
any way that may cause loss or injury to the Company, its associated companies or companies with which
the Company has business dealings. “Confidential Information” includes but is not limited to all secret or
confidential information of whatever kind that may have come to your knowledge during or as a result of
your employment by the Company, its business plans, finances, staff, customers and prospective
customers, suppliers or products, information which has been disclosed to the Company in confidence by a
third party, and any other information of a kind that would usually be regarded as secret or confidential.

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You shall not at any time during your employment nor at any time after the termination of your
employment, directly or indirectly gather material about any aspect of the Company's operations for use
by newspapers, magazines, websites, television or radio stations, any other media outlet or other third
party use.

You are expressly prohibited from making any video, audio, electronic or other recording of any aspect of
the company's operations whilst on duty or off duty without the express prior written permission of the
Company. You shall not work on behalf of any media organisation or work on a freelance basis during your
employment with the Company. Failure to comply with the above provisions shall be considered gross
misconduct and you shall be subject to instant summary dismissal. In addition, the Company will initiate
legal proceedings against you and/or any relevant third party seeking damages (including exemplary
damages) for defamation, libel, breaches of confidentiality and invasion of privacy and furthermore shall
pursue you for the legal costs of said proceedings.

Important
Does everything in this handbook apply to your contract of employment? No, as the name suggests, this
handbook is intended purely as a guide for all employees. You must clearly understand that the terms &
conditions change from time to time. If you require any clarification on what terms & benefits apply to
your employment, then you should in the first instance contact the Crewlink HR/Personnel Department.
Amendments to this booklet are made periodically and it is your responsibility to ensure that you are
familiar with the most up to date version and the relevant sections that apply to your contract of
employment. Copies are available from the Personnel Department. You have no contractual right to any
of the benefits within this booklet unless they are expressly detailed in your contract of employment.

Fact Sheet 8 I.T Systems


USER RESPONSIBILITY DOCUMENT
1. PURPOSE OF USER RESPONSIBILITY POLICY
Ryanair Holdings PLC have made a substantial investment in computerised systems, from desktop PC’s, to dedicated
workstations and mini computers. Many of these machines do not exist in isolation but are networked together,
exchanging data and using common applications. Also many of the computers in the organisation have access to
external networks and computers (the internet) which are outside the control of Ryanair. This emphasis on networked
computing provides us with a greater ability to exchange information, and, provides others with ability to access our
systems, possibly creating a business risk.
2. SCOPE OF THE USER RESPONSIBILITY
This policy is concerned with the responsibilities of Ryanair users in relation to computerised information and voice
systems within the organisation. It is also concerned with general responsibilities of the IT department in relation to
users of their computerised information systems. The aim of this document is to minimise business risk through
familiarity of these responsibilities and standards.
3. USER RESPONSIBILITY POLICY
Users of corporate systems can be defined as any Ryanair employee who uses a desktop PC, terminal or workstation at
some time during their working week, or, has access to a user account on a computer system. Users agree to be bound
by the User Responsibity Policy during the log on process to the Ryanair network. Users also have access to this
policy from the Ryanair IT Helpdesk.

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4. COMPUTER CARE

 Users are expected to treat the computer equipment with respect.


 Shutdown equipment properly before unplugging or moving it.
 The system allocated to the user must never be used for anything other than legitimate Ryanair business.

5. DATA CONFIDENTIALITY
 Do not leave a screen active and unattended, for example during lunch or overnight. Save your data, quit the
application and log out, if applicable to your screen.
 Be wary when disposing of reports. Confidential material should be shredded or torn up before being
discarded.
 Treat your system password as confidential and follow the guidelines that apply to your system for length,
lifetime and definition.
 Screensavers should be enabled to come on after 15 minutes of inactivity.

6. EMAIL AND INTERNET ACTIVITY

 Users who have access to electronic mail have a responsibility to ensure that confidential information sent
outside the organisation complies with company standards for mail.
 Access to the electronic mail system is to facilitate the User conducting Ryanair business only.
 Users should also be careful of incoming mail, especially “junk” email with file attachments.
 Users must never disable their antivirus software that is screening the applications on their desktop.
 Users with access to the internet must only download information that is relevant to their business area.
 A User must never download any programs without consulting IT
 It is illegal to download music files from P2P sites or anywhere else.
 YOU MUST NEVER TRANSMIT ANY CREDIT CARD NUMBERS TO ANYONE VIA EMAIL.

7. TELEPHONE USE

 You have been allocated a telephone to conduct Ryanair Business


 Ryanair reserves the right to make and keep copies of telephone calls and data documenting the use of your
allocated telephone.
 It is a company policy that you do not participate in telephone surveys.
 You should not conduct confidential telephone conversations with a third party whom you can not validate the
authenticity of that person.

8. FAX USE
 You have access to a fax machine to conduct Ryanair Business.
 Ryanair reserves the right to make and keep copies of faxes and data documenting your use of a fax machine.
 It is a company policy that you do not participate in Fax Surveys.
 Any unsolicited faxes that you receive should be discarded and not responded to if you can not validate the
authenticity of the sender.
 ANY FAXES RECEIVED WHICH CONTAIN CUSTOMER CREDIT CARD INFORMATION MUST
IMMEDIATLEY BE EDITED TO REMOVE THE CREDIT CARD NUMBER. USING A BLACK
MARKER ACROSS THE CREDIT CARD NUMBER WOULD BE SUFFICIENT.

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9. DATA PROTECTION ACT

 The Data Protection Act applies to data held on PCs as well as larger systems. You must never store any
customer data with any 3rd party or access any customer information without prior approval as part of your
role. Refer to IT for a copy of the Act documentation if you are in any doubt.

10. DATA BACKUP

 All mission critical documentation should be stored on the LAN servers as these are backed up on a regular
basis.
 Do not keep any business critical data on your local PC hard drive.

11. APPROVED SOFTWARE

 All software purchases are made by the Ryanair Purchasing Department.


 Products are purchased from legitimate vendors only.
 A Capital Expenditure Form must be raised and signed by both your Department Manager and the IT Director
(no matter what the value of the software).
 All users must familiarise themselves with Approved Software Policy available on the IT helpdesk

12. COPYING DATA

 Data will only be copied onto a removable media by an IT staff member with the permission of your manager.

13. ANTIVIRUS SOFTWARE


 Antivirus software is installed on your PC this software is updated every time a new update is made available.
 It is a disciplinary offence to amend or remove this software.

14. INTERNAL SYSTEMS DEVELOPMENT


 Users should never purchase or contract for external systems development.
 An IT staff member will be allocated to every project to ensure standards are kept and the integration of the
new system runs smoothly.
 Different business areas may have requirements for systems that are similar in scope. IT as custodians of
internal systems development can ensure uniformity of systems to IT standards.

15. EXTERNAL SYSTEMS DEVELOPMENT

 Users should never purchase or contract for external systems development.


 Ryanair policy dictates that requests for software/ New systems are to be submitted to IT where the request
will be handled by the IT Acquisition Policy.

16. BREACH OF USER RESPONSIBILITY POLICY

 An employee found in breach of their responsibilities will enter the Ryanair Disciplinary Procedures. The
penalty for Gross Misconduct is instant dismissal.

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Useful Numbers

Crewlink Ireland Limited …………................ Tel: +353 1 895 2065 / Fax: +353 1 895 2066
Unit 19 Grange Parade, Baldoyle Industrial Estate, Dublin 13, Ireland.

General Manager: Mr Andrew Swan – andrew@crewlink.ie

Human Resources Department – admin@crewlink.ie


Payroll Department - payroll@crewlink.ie

Bank of Ireland (BOI)


Dublin Airport, Co. Dublin Tel: +353 1 844 5188 / Fax: +353 1 844 5160

Bank of Ireland 365 phone queries


From Ireland Tel: 1890 365 365
From Outside Ireland Tel: +353 1 404 4000

Inspector of Taxes (Ireland) Tel: 1890 33 34 25 (from Ireland)


Fingal Revenue Division Tel: +353 1 647 4444 (outside Ireland)
Block D Web: www.revenue.ie
Ashtown Gate
Navan Road, Dublin 15

Inland Revenue (UK) Tel: 01612 614 000


HMRC Trinity Bridge House Web: www.hmrc.gov.uk
2 Dearman’s Place Salford M3 5BS

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