I got the same call request, and haven't responded yet because I wanted to get my thoughts in order first. I wonder if there would be some benefit to us coming up with a consistent "ask" for these calls. I don't want to give them a long laundry list of complaints, but to focus on a couple of things that are both actionable and market differentiators. I'm thinking 3-5 topics, max.

So here is my first pass:

- Inconsistency of on-board service
- Web site (bugs, ability to search by fare codes, put upgrade availability in regular search results instead of having to switch over to award search, etc)
- Food quality in Int'l C and F
- Airport experience (terrible premium security and luggage delivery at IAD)

Other thoughts?