‘New and caring’ O’Leary won’t change Ryanair blueprint
Michael O'Leary is one of Ireland's greatest entrepreneurs. He has almost single-handedly created unlimited low-cost travel across Europe. In doing so, he changed the travelling habits of millions, with an unyielding insistence that travellers turn up on time and pay for excess luggage.
It has been, for some customers, a sometimes brutal and bruising encounter, in the midst of which Mr O'Leary declared: "People say the customer is always right, but you know what – they're not, sometimes they are wrong and they need to be told so."
But it worked, proving that, if the price is right, people will conform to regulations, no matter how draconian. His blueprint has been followed by airlines all over the world.