Surely, when you see comments, as reported by the Daily Record like...
Founder and chairman Tom Dalrymple and new chief executive Rick Green told the Record the airline have had a good - if not exceptional - year.
This seems a trifle conceited to me. OK, the GSM balance sheet may look OK at the moment, but just look at Skytrax web-site & see that the customers remain just as p**sed off with GSM as they were last year.
The perception given by these comments, is that GSM don't care what the pax experience is, so long as they make a profit. I'm sure that this is NOT true - but their comments should have been mitigated with some humble acknolwedgement about better customer service in the future IMHO.