Ryanair shareholders know good manners cost nothing
The 'heartless' budget airline's volte-face over customer service comes amid profit warnings, writes Donal Lynch
In terms of unlikely scenarios, Ryanair suddenly growing a heart was up there with turkeys voting for Christmas or hell freezing over. Over the last two decades the company has instilled fear and awe in an entire generation of travellers.
Callousness trickled from the top down and the company's brash and belligerent mascot-cum-CEO, Michael O'Leary, publicly basked in his role of corporate bully boy.
In a meeting with former Aer Arann boss Padraig O Ceidigh he once played an imaginary violin for dramatic affect. Passengers who tried to complain were met with the same sucks-to-you ridicule. No sob story was affecting enough for O'Leary and the hateful gate Nazis who implemented his regime's policies with almost sadistic relish.