That's irrelevant. What's important is the travelling public believe their BS and you have to admit they're doing a bloody good job. Multiple relatives of mine are convinced that Joyce et al managed to get rid of all the 'old, outdated work practises by the engineers, baggage hand,ears and pilots' and that he's turned the company around brilliantly.
That many of us know the reality is irrelevant to the narrative at play in terms of shaping the public's (and market's) mind set.