Riding on the wings of change
Four years ago, Ryanair decided to discard its old image and focus on customer satisfaction. Fast forward to today and it has one of the most popular and resilient airline sites in the world, writes Quinton O’Reilly
As far as changing an image is concerned, Ryanair is probably one of the most high-profile examples out there. While it prided itself on its low fares, there were other less positive parts of the experience, such as a hardline stance on cabin baggage allowance, penalties for not printing out boarding passes, and a hard-to-navigate website, among other things.
In 2014, it decided to make a change by launching the Always Getting Better ...
