In its latest efforts to reach out to customers, Ryanair has launched a new online webform where passengers can directly contact CEO Michael O’Leary with suggestions on how the airline can improve its customer service.
Signing himself off as ‘Da Boss’, O’Leary says he will gratefully acknowledge all suggestions made via the website.
Passengers who submit feedback receive an automated reply saying their ideas will be considered over the coming days and the best ones will incorporated into Ryanir’s "service improvement plans" which will be revealed shortly.
The airline has already taken a number of other steps to soften its hardnosed image, including making its app free to download and removing the Recaptcha feature on its website.
It is also seeking a new sales and marketing director in a bid to help improve its customer relations.
At a recent meeting with shareholders, O’Leary was criticised for the airline coming across as too "macho" and he promised it would stop doing things to "unnecessarily p— people off".
By Bev Fearis
