Ryanair's softly-softly approach seems to be working
Well, it hasn't happened and, with that, they've been making more money as a result as people prefer to be treated nicely, rather than like cattle with a Kick Me sign on its back. The airline has reported a 28% rise in passenger numbers last month.
Passenger numbers reached 6.7m in March, which is 1.5m more than the same period last year. As the saying goes, you catch more flies with honey than vinegar. You also catch more flies with bullshit and more pertinently, why would you want to catch flies?
Anyway, Ryanair's chief marketing officer Kenny Jacobs said the performance was due to its 'Always Getting Better' (AGB) customer charter which the company kicked off in March 2014: "With our new routes, increased frequencies and Business Plus service, customers can now look forward to further service enhancements, as we roll out the second year of our AGB programme in 2015."
One of the things that has helped hugely is a lack of a visible Michael O'Leary. He has acknowledged that the airline "pissed off customers" and as you'll know, more often than not it was his fault when he let his mouth run off with itself.
However, with O'Leary keeping quiet and a revamped website and app to make bookings easier, not to mention a price comparison function and 'reserve a fare' service, they've seen an increase in passengers and a rise in shares.
We still await the entire company having a nervous breakdown and charging travellers for breathing.