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AP Photo/Richard Drew

Ryanair to cut fees and bring in quiet flights. No, seriously.

Yes, you read that right. We’re not sure what’s going on either.

IT USED TO relish in its reputation as one of the least customer-friendly companies in the world, but it seems Ryanair has had a change of heart.

The airline has announced a series of  customer service changes following an in-depth consultation with passengers, including allowing for a second carry-on bag, reduced baggage fees, and the introduction of quiet flights.

CEO Michael O’Leary said the moves showed the company was “actively listening and responding” to customers.

The cost of having a boarding card reissued at a Ryanair desk in an airport has been cut dramatically from €70 to €15 for customers who have already checked in online but have forgotten to bring their print-out with them – although customers who haven’t checked in online will still have to pay the €70.

Passengers will also be able to bring a second handbag-sized carry-on bag on board at no extra cost. The airline has traditionally been extremely strict about only allowing passengers one piece of luggage on board per person.

‘Quiet flights’ will operate before 8 o’clock in the morning and after 9 o’clock at night, in which there will be no announcements over the PA other than the required safety announcements. The lights will also be dimmed on these flights.

A frequent customer complaint had been about the noise and interruption on flights as passengers are urged to purchase scratchcards, food and drink via PA announcements.

The airline is also getting rid of the much-hated Recaptcha security feature on its website in which customers were required to type two words which were often difficult to distinguish into a text box .

Standard bag fees will be cut from €60 to €30 at the bag drop desk, and from €60 to €50 at the boarding gate. Ryanair said this brings the company into line with competitors

Finally, customers will also be given 24 hours after their original booking to correct any minor errors – such as spellings, names and routes – without being charged for it.

The changes follow on from CEO Michael O’Leary’s admission that he had made mistakes in the company’s approach to customer service.

Ryanair spent several weeks getting feedback from customers about what they liked and what they hated about the airline ahead of today’s announcements.

“These are the first in a series of customer service improvements which Ryanair is actively working on to make our low fare services easier to access,” said Caroline Green, Ryanair’s Director of Customer Service.

Ryanair’s austere approach to customer service has undergone something of a slow reversal in recent weeks, as the company joined Twitter and announced a big redevelopment of its website.

The airline is also looking for a new marketing director to help change its image.

Read: 9 things we learned from Michael O’Leary’s Twitter Q&A >

Read: Think you can make Ryanair friendlier? Come this way… >

Read: With the Air Travel Tax gone, Ryanair commits to a million more passengers >

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156 Comments
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    Mute George Roche
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    Apr 11th 2017, 7:41 AM

    What a wonderful, peaceful ideology.

    232
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    Mute Nick Caffrey
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    Apr 11th 2017, 7:59 AM

    @George Roche: Did the IRA represent you?

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    Mute Vincent
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    Apr 11th 2017, 8:01 AM

    @George Roche: Nothing to do with their religion. Is about money. Do u believe that Trump is about making American great?

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    Mute CatManDo
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    Apr 11th 2017, 8:02 AM

    Liberalism or Islam?

    28
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    Mute George Roche
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    Apr 11th 2017, 8:06 AM

    @Nick The IRA were motivated by a militant republican ideology. A criticism of that ideology would not be considered racist or an attempt to blame all Irish people; why do you treat this citicism differently?

    @Vincent Are suicide bombers motivated by money?

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    Mute cholly appleseed
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    Apr 11th 2017, 8:09 AM

    @Nick Caffrey: the apologists are out early I see. It’s for this reason we are unable to have a proper discussion on the dangers Islam and it’s teachings. Empty vessels making the most noise as usual

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    Mute Lepanto
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    Apr 11th 2017, 8:16 AM

    @George Roche:

    The term Religion of Peace that gets spouted by politicians such as Obama, Teresa May, Trudeau, I think they were referring to this… http://www.thereligionofpeace.com/attacks/attacks.aspx?Yr=Last30

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    Mute Lepanto
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    Apr 11th 2017, 8:36 AM

    @Vincent:

    Islamic terrorists have nothing to do with Islam, is that what you are saying? So when they didn’t receive their ransom for the Canadians, beheading them had nothing to do with Islamic terror?

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    Mute tom
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    Apr 11th 2017, 10:02 AM

    @Nick Caffrey: you must know nothing about history to make the comparison between IRA and Islamic terrorism

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    Mute Dave O Keeffe
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    Apr 11th 2017, 10:22 PM

    This is a money making operation, they are a kidnapping gang. A Muslim thief doesn’t steal because they are Muslim, they steal because they are a thief. This is different.

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    Mute Sara Elia López
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    Apr 11th 2017, 8:13 AM

    These kidnappers are just doing what the Prophet Mohammed told them to do.

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    Mute Just Me
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    Apr 11th 2017, 10:21 AM

    Apologists for these Islamic terror groups are strong on the journal. Yet they can’t understand that although they are been used as useful idiots, they are nevertheless infidels who will have to convert and accept sharia or die.The PC brigade can’t accept that a spade is a spade, you can’t change it into a shovel.

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    Mute gregory
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    Apr 11th 2017, 11:57 AM

    Murderous Islamic militants again. Quite busy recently; Paris-Brussels-Nice-Berlin-London-Stockholm, seems to be no place safe anymore. Very tight border controls are now essential to reduce the risk.

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    Mute Jackson Bollovks
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    Apr 11th 2017, 2:19 PM

    I hear Somalia is lovely this time of year, do people not research where they are going on holidays?

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    Mute alpha_chaarlie
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    Apr 11th 2017, 9:56 PM

    That’s not good that they’re that far north now too.

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