"We should try to eliminate things that unnecessarily piss people off," Chief Executive Michael O'Leary told the company's annual general meeting, after several shareholders complained about the impact of customer service on sales.
"I have seen people crying at boarding gates," said private shareholder Owen O'Reilly. "There is simply something wrong there that needs to be addressed."
"I am very happy to take the blame or responsibility if we have a macho or abrupt culture. Some of that may well be my own personal character deformities," O'Leary said.
Ryanair also opened a Twitter account:
So what happened? Did hell froze over?
[Edited 2013-09-20 07:06:08]