Tuesday 15 October 2013

Shock news - a kinder, gentler Ryanair

Michael O'Leary has declared himself tired of the public abuse he receives about Ryanair's service and determined to improve.

He has pledged to soften Ryanair’s image and overhaul the airline’s customer relations strategy.


“We should try and eliminate things that unnecessarily piss people off,” said Mr O’Leary.

Lucy Kellaway notes that the regular on-line abuse the airline receives has had no effect. ("That extra £50-£100 difference between Ryanair and BA is taken not from your wallet but from your soul")  

However, O'Leary can no longer stomach the criticism he regularly suffers to his face, even when out with his children.

It's interesting that whatever we think about the power of social media, tackling a CEO in the off-line world may still be the best way to bring about change.

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