Ryanair pledges to end "abrupt culture"; promises website revamp
O’Leary vows to address customer service ‘issues’ after airline is voted worst company in UK poll
No-frills airline Ryanair has announced its plans to transform its “abrupt culture” and revamp its website, admitting for the first time that it had a significant problem with customer service.
The airline said it would become more lenient on fining customers over bag sizes and overhaul the way it communicates.
“We should try to eliminate things that unnecessarily piss people off,” chief executive Michael O’Leary told the company’s annual general meeting. The airline was this week voted the worst of the 100 biggest brands serving the British market by readers of consumer magazine Which.
Mr O’Leary said it would stop fining customers whose carry-on baggage exceeds minimum sizes by a matter of millimetres. “A lot of those customer services elements don’t cost a lot of money ... It’s something we are committed to addressing over the coming year,” he said.
Ryanair is also rethinking its digital marketing strategy after admitting rival EasyJet’s website was better.