On listening to your people before embarking on change strategies:
“I was very fortunate because whilst I had a strategy in mind, when I walked in I also spent two months from the day of appointment to the day of strting travelling around the network talking with staff and learning the business. And what I found was the feedback that I was getting from the cabin crew, pilots, ground handling staff, some of their recommendations, some of their thoughts on what the airline should do, are identical to what I was doing… By the time I started almost half of my strategy had already been validated by the staff, so then it was just a question of continuing to talk with staff and keeping them in the loop as to what we were doing as much as possible.”