Monday 5 December 2016

Like him or not, O'Leary is walking on air in the smiles-high club

Published 04/11/2015 | 02:30

Michael O’Leary was surprised to discover that actually being nice to passengers makes good business sense
Michael O’Leary was surprised to discover that actually being nice to passengers makes good business sense

Last Friday week, there was a small crash on the M50. Try getting to the airport from most places in Dublin if there is a crash on the M50: the chances of you making it on time are slim to non-existent.

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We scrambled, arguing, angry and stressed into Terminal 1, a mere 35 minutes before the take-off of a Ryanair flight. Family half-term holidays must increase the chances of divorce dramatically.

Resigned to missing the flight, we trudged up to the desk. The woman at the desk told us the check-in was closed but after a bit of pleading, she spoke to her manager, a Scottish guy. He rang the gate, smiled and said: "Okay, just run."

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