The problem is that the people making those decisions are not customer-facing. I think most pilots understand that they would not make the $$$ that they do if there were no passengers. Some FA's get that concept too.

[OT - their support for the AA/US merger shows that they, too, can put immediate $$ above long-term customer satisfaction].

Unfortunately, the mindset has pervaded the corporate world that their job in no way depends on the service provided to their customers.

If they can maximize revenue and minimize cost on a given flight, then they'll do that -- generally regardless of the consequences.

Travelers reinforce this behavior by not complaining -- to people that matter, not just on here.