Originally Posted by ffsim

Corporate culture is so hard to change, especially when it's one of indifference or even disdain towards the customer. I'm not sure there's anything that can realistically be done to improve things without doing a complete reboot à la Air Canada rouge.

And no, I'm not talking about sending the existing cabin crew for Disney training; I'm talking about replacing them altogether with new bodies who share the same excitement as the pax described in the OP. Wiping the slate clean, if you will.