Interesting trip report, and I would agree with most of it.

I fly YX almost exclusively not so much because of the seating and the food & wine - (although I think sitting in exit row, plus the food and unlimited wine compares to almost any other domestic first class), but because of the customer service. After being delayed, stranded, and baggage held hostage by other airlines, I have never had such pleasant customer service from any business, not to mention any airline!

Between my fiance and myself, we have many stories of how YX went above and beyond the call of duty to accomodate us, as well as fix problems, some of which were not even their own!

By flying YX, I know that no matter what happens, they will everything reasonable (and in some cases more than reasonable), to make the situation better. Their employees seem to be more empowered, and they actually seem to give a darn about make their customers happy.

steve