Michael. Big bollocks. Loudmouth. You’ll find me not very sensitive.” That is how Michael O’Leary replied to a question from the Financial Times two years ago about how he preferred to be addressed. And this is what the chief executive of Ryanair – arguably Europe’s most reviled airline – said back then about the case for being nicer to its customers: “Couldn’t possibly be nicer . . . Our service consists of the lowest fare, an on-time flight on a brand new aircraft. Anything over that: go away,” he declared, amid some trademark expletives.
两年前，英国《金融时报》曾问迈克尔•奥莱利(Michael O’Leary)，希望别人怎样称呼他。他当时的回答是：“叫我迈克尔、混球、大嗓门，都行。你会发现我不是个特别敏感的人。”而在谈到善待顾客的问题时，他当时的回答则是：“没法再好了……我们的服务包括最低廉的票价、准时的航班以及全新的飞机。除此以外，一概免谈。”回答中还夹杂着一些他的标志性脏话。奥莱利担任首席执行官的瑞安航空(Ryanair)，可以说是欧洲最受诟病的航空公司。