This was the best quote of the diatribe eh "newsletter"

"What do these, and a hundred other slights we are subjected to day in and day out, have in common? They are all directed at the most competent, well-trained, and highly-experienced employees at Continental Airlines by some of the least competent, ill-trained, and inexperienced people Continental management could find to staff that particular position on that particular day."

An interesting experiment would be if CO became the first airline with only pilots. No ticket agents, res agents, gate agents, baggage handlers, flight attendants - just "the most competent, well-trained, and highly experienced employees at Continental." Would be interesting to see how that would work out. Certainly there would be no one around to deliver "hundreds" of slights every day