Mickyman,Think your being slightly harsh on Skipness.
They are probably not assumptions , just opinions based on his experiences.
For example in my opinion Ryanairs customer service has deteriorated significantly in the last year.
Their treatment of wheelchair users does leave a lot to be desired.
I think that his last comment about customers in mature markets is correct.
Yes you are correct about having a choice.
I fly about 30 times a year and have stopped using Ryanair this year.
They have been successful,that is not in doubt.If it continues only time will tell as more and more travellers become dissatisfied.
And remember the old adage about making statistics say whatever you want them to say.