Maybe you're referring to the same video I saw on my flight today, but in the video I saw today (which I hadn't seen before and flew UA last month), he touted the investments in IT that they were making. I actually said "yeah, right" out loud when I heard this. Investments in IT?? Where and for what? You mean, after deciding to go cheap, now you're realizing the folly of your decision and deciding to spend money that should have been spent before?