I suspect in most companies, the public relations person is down at No. 20 in the pecking order. But here, he is fighting incredibly important battles. If a negative story starts running away with itself in the press and is not dealt with fast, it can badly damage the brand, and so we put enormous weight on our PR people.

The key is to set realistic customer expectations, and then not to just meet them, but to exceed them - preferably in unexpected and helpful ways.

As a leader of people, you have to be a great listener, a great motivator, be very good at praising and bringing out the best in people.

You must have the courage to trust your instincts and be ready to question what other people don't. If you do that, you can seize opportunities that others would miss. Believe in yourself, and use everything you can - including the obstacles - to propel you along the road to success. Who knows what you might achieve?

Space is hard - but worth it. We will persevere and move forward together.

To stand still today is to go backwards...and quickly...!

What we are trying to do at Virgin is not to have one enormous company in one sector under one banner, but to have two hundred or even three hundred separate companies. Each company can stand on its own feet and, in that way, although we've got a brand that links them, if we were to have another tragedy such as that of 11 September - which hurt the airline industry - it would not bring the whole group crashing down.