One little tidbit I picked up at Road Warrior Training last month was when I got to play stewardess on a mock-up cabin at the end of the day. I was serving drinks to other flyertalkers from the back of the cart, and forgot to provide napkins along with the plastic cup of soda. Julie, one of our FA instructors pointed out that, not only was I supposed to give the passenger a napkin, but that I was required to place each napkin on each tray, face up, showing the Coca-Cola logo that is printed on one side of the napkin. She stated that Coca Cola is paying Delta for this.

So, not only did the passenger fail to get the service he deserved, Coca Cola failed to get the "product positioning" that they paid Delta for.