O’Leary: Ryanair needs to adopt ‘softer, sensitive manner’

Ryanair has vowed to “soften” its image and act in a fairer manner when dealing with customers over matters such as baggage sizes and booking problems.

The airline’s no-nonsense chief executive, Michael O’Leary, was in surprisingly contrite form, at the company’s AGM yesterday, and agreed with shareholder criticism of how Ryanair treats its passengers.

While keen to downplay talk of a macho image permeating the airline, Mr O’Leary did suggest Ryanair had to “soften some of its harder edges” and rid some of the “unwarranted robustness” in dealing with customers if they do not meet some company policies.