Ryanair chief Micheal O’Leary has said he is taking the notoriously hostile brand in a new, altogether friendlier direction with a new website, an overhauled approach to the customer experience, and its first ever advertising campaign.
“We’ve changed,” he proclaimed at a press event in London. “We’re changing some of the policies I’ve held dear for many years because that’s what our customers want us to do.”
He explained that the past 25 years have been about building the low-fare airline to be the cheapest with a “pile it high sell it cheap” approach that “has worked like a dream”.
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Source: The Drum
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