(AP) It appears Ryanair has finally gotten the memo: Customers like the airline's cheap ticket prices, but many despise how they're treated.
Ryanair chief executive Michael O'Leary has told shareholders his airline must improve how it treats passengers and handles complaints so that customers don't feel pushed around by staff and unfairly imposed charges.
O'Leary's comments Friday come one day after Britain's premier consumer magazine, Which?, published a readers' survey that placed Ryanair dead last among 100 top brands in quality of customer service.
O'Leary says Ryanair does "need to improve and to soften some of the harder edges in our service and in our image." He says the airline needlessly irritates its customers, for example by slapping penalty fees on bags marginally over airline limits.