RYANAIR has promised to transform its "abrupt culture" in a bid to win over customers, admitting that it had a significant problem with customer service.
The airline was this month voted the worst of the 100 biggest brands serving the British market by readers of consumer magazine Which?
This week it told shareholders at its AGM in Dublin that 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 p**s people off,” chief executive Michael O'Leary said after several shareholders complained about the impact of customer service on sales.
Meanwhile, a Ryanair flight from Glasgow to Ibiza was forced to make an emergency landing in France after a group of drunk passengers started dancing in the aisles.
The airline confirmed that the passengers had been thrown off the plane at Beauvais airport north of the French capital and questioned by authorities.
“They thought they had already arrived in Ibiza,” a police spokesman said, explaining that after buying duty-free alcohol in Glasgow, they drank it on the plane and started dancing, causing such a ruckus that the pilot decided to divert to Beauvais.
The plane eventually took off again without the partying passengers, who were released in the early hours of this morning and directed to a Beauvais train station to go to Paris.
According to Beauvais airport management, the Ryanair crew has made an official complaint against the disruptive passengers, who could face charges at a later date.
