Despite it all, more and more people are flying Ryanair—which, in the end, might be the ultimate validation of O'Leary's assessment of what travelers really want. "One of the great MBA-speak ideas is that the customer is always right," he says. "The customer is usually wrong. The only time you hear from a customer is when they're usually complaining because they want to break our rules. Why can't I get a refund for my non-refundable ticket? Bugger off."
Read the rest of the Business Week profile of Ryanair's Michael O'Leary.
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