Ryanair, that of the cheap flights, zero legroom and zero tolerance of fat people, is the world's most hated airline. Popularly seen as the villain of the skies, Ryanair has been pissing people off for the last twenty plus years: with all its hidden levies, taxes and charges, Europe's ''only ultra-low cost carrier'' isn't actually selling low cost flights.
The general public are becoming so belligerent in their feelings toward the way airlines in general treat them that their tolerance for Ryanair's particularly infamous business model is at an all time low, and it will take far more than a gritted tooth apology and a few token gestures to change their minds.
Michael O' Leary's decision to tackle Ryanair's reputation for poor customer service is a powerful reminder that culture is king when it comes to driving growth. The impact of the company's 'abrupt' culture has resulted in an intense battle to secure loyalty from both recreational and business travellers who expect great service as standard.