Originally Posted by Cholula
I'm not questioning your experience but to play devil's advocate, perhaps this is one reason most of the major airlines are in such trouble.To say that DL, UA and US are "surviving" is to be kind.
The two most financially successful domestic airlines are Southwest and Jet Blue...both of which almost universally get high marks for being customer focused.
Point taken, but we can argue that their business model is the reason for their financial success as well. More than likely it is a combo of the two.