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Ryanair is now in the third year of its 'Always Getting Better' programme – a corporate makeover designed to rehabilitate its toxic reputation for customer service.
It was back in September 2013 that chief executive Michael O'Leary finally acknowledged the need for change at Europe's most uncompromising low-cost carrier (LCC). His commitment to no longer "unnecessarily piss people off" came after Ryanair suffered its first profit warning in a decade, prompting angry shareholders to revolt against the airline's harsh treatment of passengers.
"I have seen people crying at boarding gates," one shareholder complained at the time. "There is simply something wrong there that needs to be addressed...