Out of proportion
One of the many memorable comments by Ryanair boss Michael O’Leary over the years was this, back in 2002: “Are we going to say sorry for our lack of customer service? Absolutely not. If a plane is cancelled will we put you up in a hotel overnight? Absolutely not.”
He has probably softened his stance, if only because today airlines experience increasing external challenges to maintaining their schedules while at the same time
