Frankly I'm not so twisted in a knot over the canceled ticket as I am over what appears to be the non stop rudeness system wide. Yesterday we had the infamous "Mike", now we have a whole new pack of morons abusing customers.

I've long preached and hammered US with the mantra "You can't have customer satisfaction without employee satisfaction". Well somebody had best pull their head out of their assets and figure out what is going on that leads these agents to feel they can say this kind of stuff with impunity.

What I'd like to see happen is for the agents who made the inappropriate remarks be forced to write letters of apology or be terminated. Alas that will never happen as the CWA does a great job of representing their members.

I'd also like to see that G/A in PHX sit with a 17lb. kid on her lap for 5 hours.

Thankfully the F/A's took care of a customer who had been "roughed up"by the agents. I don't know but maybe it's time to pull out the cell phone and snap a pic of the offenders. It's a public place with no expectation of privacy. Maybe that would put a chill in the air for the agents and cause them to think twice about what they say.