Essentially, profit driven by good decisions on fuel costs/hedging, which may not be sustainable for the long term.
I cannot believe that their internal target for punctuality is 80%
That is truly shocking, and shows completely why there is absolutely no urgency to get departures away on-time, particularly at LHR.
The customer service 'miss' does not surprise me one bit.
The results show profit at the expense of everything else. Great business strategy ^