Yep, that's the technical part of the diner service.

The trick is, to "connect" with your customers. For this, you'll need "opportunities", preferable subtle natural opportunities, which you have to create intentionally. For some people, just a nod is enough to "connect", other people do need a long verbal interaction to get their connection. The meal organization brings excellent opportunities to connect with different types of customers. Stay away from extensive tech, because that destroys the possibility to connect (or at least makes it quite difficult to connect).

Without such connections, the emotional connection of a customer with the product/airline becomes distant and there will be a lower chance, the customer will rebook (or it needs a discount to encourage customers to rebook, etc). Oh, this is also the basics for lobbying ......