Belfast Telegraph

Monday 29 December 2014

Ryanair halves excess baggage fee in image U-turn

Ryanair has announced plans to halve its excess baggage fee in a bid to win back angry customers after chief executive Michael O'Leary admitted that the budget airline has an "image problem".

The company said it is rewarding customers with an "early Christmas present" by slashing its controversial excess fee to €10 (£8) from €20, starting Monday.

The move comes after O'Leary told shareholders that the company needs to "eliminate things that unnecessarily p**s people off" and soften its macho image.

The businessman himself has come under fire for his abrasive language and rude manners. He is known for describing customers who forget to print their boarding pass as "idiots".

O'Leary recently caused uproar when he joked about charging passengers for using the toilet during a flight.

But Ryanair is trying to make amends in a bid to cement its position against rival easyJet, which recently reported a 51% increase in pretax profit.

The company has announced plans to improve its website, revamp its customer service on Twitter and introduce "quiet flights", which will be in operation between 9pm and 8am, with minimal public announcements and lower lights so passengers can sleep.

COMMENT RULES: Comments that are judged to be defamatory, abusive or in bad taste are not acceptable and contributors who consistently fall below certain criteria will be permanently blacklisted. The moderator will not enter into debate with individual contributors and the moderator’s decision is final. It is Belfast Telegraph policy to close comments on court cases, tribunals and active legal investigations. We may also close comments on articles which are being targeted for abuse. Problems with commenting? customercare@belfasttelegraph.co.uk

Comment

More

Company Profiles

More

Help & Advice

More

People on the move

More