Can Ryanair learn to charm its customers?

Ryanair says it's forsaking its "abrupt culture" and trying to learn to treat its customers better. The European budget airline has a reputation for brusque public communications and fining customers who turn up with oversized luggage. "A lot of those customer services elements don't cost a lot of money. ... It's something we are committed to addressing over the coming year," said CEO Michael O'Leary.

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