To me the really surprising thing is how unaware AC decision makers are of how frequent flyers perceive things like this. They seem to think it's a non-issue or no big deal even if passengers
are aware of it. More sadly, I suspect they don't understand that many frequent travellers know the airline better than they do.
A very clear application of #12 of the
95 thesis:
There are no secrets. The networked market knows more than companies do about their own products. And whether the news is good or bad, they tell everyone.