Media playback is unsupported on your device

Ryanair sets out to improve customer service

4 April 2014 Last updated at 11:57 BST

Ryanair boss Michael O'Leary has hired a new marketing team to give the company an image makeover.

As a response to "higher expectation" from customers, the airline has already introduced extra baggage allowances, seat allocations and improved its website whilst retaining low fares.

Kenny Jacobs, the new head of Ryanair marketing, said the company had to "keep evolving" but would harness some of Mr O'Leary's controversial publicity tactics "in the right way."

He told BBC Radio 5 live's Wake Up to Money: "Controversy gets you headlines, and headlines gets people looking up Ryanair... As a marketing model it's not traditional but it's absolutely worked."

Copyright © 2015 BBC. The BBC is not responsible for the content of external sites. Read more.

This page is best viewed in an up-to-date web browser with style sheets (CSS) enabled. While you will be able to view the content of this page in your current browser, you will not be able to get the full visual experience. Please consider upgrading your browser software or enabling style sheets (CSS) if you are able to do so.