michael o'leary was in town to talk about it, something of a sport.t is the big message from mr. o'leary? >> hug me. love me. he started the press conference in london with a puppy and him cuddling a puppy. that is the imagery he preferred. here is a c.e.o. that still believes in piling it high, selling it cheap. he wants to make the customer relax. the wait and measure brigade, the police have seemed to have departed from the front desk. it is about getting ready for change. he also talked about the numbers. 81.5 million for ryanair. we're talking over half a billion euros of pretax profit. the takeaway is this. realizing the need for a change. >> i think it is a bit complacent. we're carrying more passengers than anybody else. it is working. people would crawl across broken glass to get these low fares but there is another 10 or 20 million people out there who say no, i'm not going to put up with a third rate website and policies that don't allow me to bring a second bag onboard. we're changing all of those policies. >> i wonder if he had lunch with

clearly, ryanair and michael o'leary have their sights on the business traveler. didnk in the past not care whether you are traveling on business or leisure and we treated everybody the same. now we will have a policy that will recognize you are a businessperson. you have different needs. your meetings might change. you may want to fast track through security and we will have a policy that will allow you to do that. >> look, there are still 81.5 million people who travel with ryanair. they are still on target to produce a full-year profit of half a billion to 525 billion euros. it is about being fit for purpose. here is the ceo that has built budget, cheapest, do not care how you feel as a customer -- a turnaround and say, i need to change technology and change how i deal with you. >> it is all about perception. if you say, i would rather pay 20 pounds more and fly with ryanair because they treat me better. how do you turn that around? >> this is the conversation. guy johnson travels with two kids. i travel on my own. it will take a long time before i jump ship th