Michael O'Leary

1. O'Leary's ruthless cost-cutting transformed Ryanair into Europe's largest airline

"O'Leary was relentless, even if he was turning fifty-seven in March 2018. His consistent success in an industry, where major losses and airline closures are common, was put down to his obstinate obsessiveness in keeping costs at the lowest level possible, lower than those of all his competitors."

Relentless focus on costs. O'Leary's obsession with cutting costs permeated every aspect of Ryanair's operations. He scrutinized even the smallest expenses, such as eliminating free ice in drinks to save €40,000 annually and banning staff from charging mobile phones at the office to save electricity.

Innovative cost-saving measures. O'Leary implemented numerous strategies to reduce expenses:

• Using a single type of aircraft (Boeing 737) to minimize maintenance and training costs
• Negotiating aggressive deals with airports for lower fees
• Eliminating traditional travel agent commissions by selling directly to customers
• Charging for every additional service, from baggage to priority boarding

This ruthless approach to cost management allowed Ryanair to offer significantly lower fares than competitors, driving rapid growth and market share gains across Europe.

2. Ryanair's controversial customer service approach fueled growth but created challenges

"What part of no refunds do you not understand? We don't fall over ourselves if they say, 'My granny fell ill.' You are not getting a refund, so fuck off."

Prioritizing low fares over service. Ryanair's approach to customer service was built on the principle that passengers cared more about low fares than anything else. This led to:

• Minimal customer support and difficult-to-reach service channels
• Strict adherence to policies, even in exceptional circumstances
• No-frills service with charges for nearly every amenity

Short-term gains, long-term issues. While this approach allowed Ryanair to keep costs low and grow rapidly, it also:

• Generated significant negative publicity and customer resentment
• Created challenges when trying to attract business travelers and expand into new markets
• Eventually forced the company to launch its "Always Getting Better" campaign to improve its image and service offerings

3. O'Leary's confrontational leadership style shaped Ryanair's corporate culture

"O'Leary is like a magpie when it comes to picking the shiniest aspects of what his competitors have to offer. He regularly mocks and belittles the performance of other airlines – a way of spreading the idea that Ryanair does it all better – but is never slow to take from rivals what he can use to his own advantage."

Aggressive and outspoken. O'Leary's leadership style was characterized by:

• Blunt and often profane public statements
• Confrontational approach to regulators, competitors, and even customers
• Willingness to challenge industry norms and conventional wisdom

Impact on company culture. This approach filtered down through the organization, creating:

• A culture of aggressive cost-cutting and performance targets
• High-pressure work environment with little tolerance for failure
• Resistance to external criticism and a siege mentality

While this culture drove Ryanair's rapid growth and profitability, it also contributed to issues with employee relations and public perception.

4. Ryanair's expansion across Europe disrupted the airline industry

"The Open Skies Directive came into force in 1993, and it meant that all airlines – even small players such as Ryanair – could fly to a greater number of destinations across the entire EU, without having to receive the formal permission of individual states to fly into their airspace or land at their airports."

Leveraging deregulation. Ryanair capitalized on the liberalization of European air travel by:

• Rapidly expanding routes across the continent
• Targeting underserved markets and secondary airports
• Offering dramatically lower fares than established carriers

Industry-wide impact. Ryanair's expansion forced competitors to:

• Reduce their own costs and fares
• Rethink their business models and route networks
• In some cases, create their own low-cost subsidiaries

This disruption reshaped the European airline industry, making air travel more accessible to millions of passengers and challenging the dominance of legacy carriers.

5. O'Leary's focus on ancillary revenue streams boosted profitability

"O'Leary saw other opportunities to increase revenues, too. The former corner-shop owner had long realized that a flight was a marketplace with a captive audience."

Monetizing every aspect. Ryanair developed numerous ways to generate additional revenue beyond ticket sales:

• Baggage fees and charges for priority boarding
• In-flight food and beverage sales
• Commissions on car rentals, hotel bookings, and travel insurance
• Advertising on boarding passes and aircraft interiors

Significant contribution. These ancillary revenues became a crucial part of Ryanair's business model:

• By 2017, they accounted for 27% of total revenue
• This diversified income stream helped offset periods of low fares or high fuel costs
• The focus on ancillary revenue influenced industry-wide practices

6. Ryanair's "Always Getting Better" campaign aimed to improve its image

"If I'd known being nicer to customers was going to work so well, I'd have done it ages ago."

Shift in strategy. Launched in 2013, the campaign sought to address long-standing customer complaints and improve Ryanair's reputation:

• Redesigned website and mobile app for easier booking
• Allocated seating and reduced fees for certain services
• Improved customer communication and more flexible policies

Business impact. The initiative produced significant results:

• Increased customer satisfaction scores
• Attraction of more business travelers
• Continued growth in passenger numbers and profitability

However, the 2017 pilot rostering crisis would test the sincerity and depth of these changes.

7. The 2017 pilot rostering crisis exposed cracks in Ryanair's business model

"O'Leary was furious with others that it had come to this, he was as angry with himself for not paying sufficient attention to the issue and for being too trusting of his staff."

Management failure. The crisis, which led to the cancellation of thousands of flights, revealed:

• Overreliance on a lean staffing model
• Inadequate systems for managing pilot schedules and leave
• Communication breakdowns within the organization

Costly consequences. The fallout from the crisis included:

• Significant financial costs for compensation and rescheduling
• Damage to Ryanair's reputation and customer trust
• Increased regulatory scrutiny and pilot demands for better working conditions

This event forced Ryanair to re-evaluate aspects of its operations and labor relations.

8. O'Leary's resistance to unionization ultimately backfired

"O'Leary is like a leopard and his spots: there was no moving him from the path of cost-cutting. It is a defining feature of the man that he is obsessed with costs, and, no matter what else might change, that never would."

Anti-union stance. O'Leary long opposed pilot and crew unionization, arguing it would:

• Increase costs and reduce operational flexibility
• Introduce inefficiencies and slow decision-making
• Undermine Ryanair's competitive advantage

Forced concessions. The 2017 crisis and subsequent pilot actions led to:

• Recognition of unions for the first time in Ryanair's history
• Improved pay and working conditions for pilots and crew
• A shift in the power dynamic between management and staff

This change marked a significant turning point in Ryanair's labor relations and business model.

9. Ryanair's growth strategy relied heavily on secondary airports and aggressive negotiations

"O'Leary decided to hunt out new airports to serve. These were so-called secondary airports that were not as near to final destinations, but, crucially for Ryanair's purposes, they could offer extremely cheap prices and quick turnaround of planes."

Focus on cost-effective airports. Ryanair built its network around:

• Underutilized secondary airports willing to offer low fees
• Rapid turnaround times to maximize aircraft utilization
• Negotiating long-term, favorable deals with airport authorities

Leverage in negotiations. Ryanair's ability to bring large passenger volumes allowed it to:

• Secure significant discounts and incentives from airports
• Threaten to withdraw services if demands weren't met
• Influence regional economic development through its route choices

This strategy allowed for rapid expansion but also drew criticism for misleading marketing of airport locations and putting pressure on local communities.

10. O'Leary's public persona and provocative statements generated free publicity

"There is no such thing as bad publicity."

Courting controversy. O'Leary deliberately made outrageous statements and engaged in publicity stunts to generate media attention:

• Proposing standing-room only flights and pay toilets
• Mocking competitors, regulators, and even customers
• Dressing up in costumes for press events

Free advertising. This approach provided Ryanair with:

• Constant media coverage at minimal cost
• Brand recognition and top-of-mind awareness among consumers
• A reputation for disruption and challenging the status quo

While effective in generating publicity, this strategy also contributed to Ryanair's image problems and occasionally backfired when O'Leary's comments crossed ethical or legal lines.

Last updated: May 28, 2025