Managing complex staff schedules can be a headache – as RyanAir’s front man, Michael O’Leary has been finding out to his cost this week.
Less of a headache, more of a migraine, the spiralling situation over staff rotas led to the budget airline’s announcement last Friday that it plans to cancel up to 50 flights per day for the next six weeks.
Michael O’Leary, who once famously said of apologies “Are we going to say sorry for our lack of customer service? Absolutely not,” told Sky News:
“We sincerely apologise. It is clearly a mess…”
But what could the budget airline have done differently to avoid such a comprehensive demolition of O’Leary’s chutzpah and what lessons could be learned by other airlines and organisations to avoid similar embarrassing situations?