Variable on AA, to sum it up.

Sometimes, I see lots of chaos - people taking their time boarding, some overage in hand-carries having to be sent below, people totally clueless what a seat number is and where they are supposed to stow luggage and sit, folks running from late conenctions - I can see how this gets in the way of water, juice or ? being served whilst at the gate. I can understand this, no worries.

Sometimes, the FAs work very hard and see everyone up front gets drinks, coats put away, etc. etc. really customer-oriented service. ^ This is appreciated.

On rare occasions, I see folks standing around trying to look somewhat occupied and nothing hapening. Unimpressive, and not anything that seems to build a lot of empathy and sympathy for the airline or the staff that are persoanlizing the airline to pax at the moment...

Some folks are unaware that it is much easier to retain a valued customer than it is to generate a new one... and that the studies I've seen show what a difference one positive customer interaction can have in terms of customer loyalty and recruiting other, newer customers - not to mention the effects on one negative experience. If they have their way, they will be picketing or begging on the streets as their airline folds and becomes another item in aviation history.

I recall one example of a recent author who said he was demeaned by TWA staffers when he returned from Vietnam in uniform - he made it a lifelong crusade to avoid flying TW, and he told many others about his negative experience, even writing about it and exposing his experience to hundreds of thousands. Not saying this alone did TW in, but... I am sure it had its impact, among the many other issues.