Originally Posted by RCyyz

I'd like to think that based on my interactions with AC people, this union mentality doesn't hold true for the vast majority of them. From a pax perspective I'm not sure that AC sans union would be much different. Let's be fair - AC Management has made some pretty boneheaded moves in past. (And arguably, even recently with the quickly-reversed Preferred Seats issue.)

Wrong side of the bed - well, that's always going to happen in any organization. I seem to recall having a few of those days myself. Professionals try hard not to let that interfere with the day's tasks but it can be hard sometiems.

The ownership / pride / commitment thing though should be addressable. And the best outfits have done just that. I took a cooking class the other day and everyone there from the receptionist to the chef to the assistants to the guy manning the cash register in the retail store knew their stuff, were invariably polite and helpful and made my 3 hours there a very pleasant experience. And that's exactly what it was like when I was taking another class there a few years back. Completely different people, completely different course and a new lineup of cooking products to boot but the service and experience were just as pleasureable.

It can be done.