Controversial Ryanair boss Michael O'Leary has told the company's annual general meeting that the budget airline should "try to eliminate things that unnecessarily piss people off".
In a marked change of tack for a brand that has become infamous for its aversion to customer service, O'Leary pledged to stop fining passengers who narrowly exceed the carrier's strict baggage size allowance and introduce a new website and team to respond to customers' email complaints.
Speaking at the firm's AGM in Dublin yesterday, O'Leary said: "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."
This from the man who once memorably declared: "People say the customer is always right, but you know what - they're not."
O'Leary's volte face came as the company was voted as having the worst customer service out of Britain's 100 biggest brands in a survey conducted by Which?, the consumer magazine.
But while O'Leary's attitude to customers may have softened, the company is evidently not yet willing to surrender its no-nonsense way of dealing with public relations judging by its response to the Which findings.
The company this morning posted a statement on its Twitter feed dismissing Which's "useless survey of 3,300 people, including their pet hamsters, gerbils and goldfish".
Ryanair's Robin Kiely said: "We surveyed over 3m passengers on the Ryanair website last night - only two of them had ever heard of Which and none of them had ever bought or read it."