Michael O’Leary, my favourite anti-hero
Michael O’Leary of Ryanair has long been an anti-hero of this column. I loved his airline when it was consistently rude to me as a passenger, because it set benchmarks of ruthless punctuality and rock-bottom fares that shook the whole European airline sector. I was suspicious of the idea that, having exhausted other routes to growth, he was going to polish up his customer service and stop ‘unnecessarily pissing people off’; but the new tone is a triumph, and Ryanair’s profit is expected to top €750 million for the current year. ‘If I’d known being nicer to customers was going to work so well,’ O’Leary says, ‘I’d have started many years ago.