Perception is reality in the world of public relations. If people think that AC has less than ideal customer service, then AC has a serious customer service problem.
Arrogance and brushing off concerns of the travelling public is only compounding the problem.
Milton may be skilled in certain areas in the governence of AC, he is definitly not skilled when dealing with the public.
If I were a member of the BOD, he would have to answer some tough questions on this latest outburst. No...I would go further and ask questions about the validity of the vision or lack thereof

I too am loosing hope in the survival of AC.
I am sad for the employees who care about the airline and daily try to deliver a good product. I have come to the point were 2004 will be the last year that I hold status on AC. I am now in a shopping mode for alternatives.