I understand that some of our customers are aficionados of wines, but keep in mind that we are not a club or fine resturant. When you state that the other carriers encouraged your wine connoisseur tendencies; I can't help but wonder, how often do you fly on them? Can you state with absolute certainty that this happens on every flight?

I'd love to be able to guarantee that my peers -and me for that matter- will always provide this level of service, but as you know that would be a lie. I'm not making excuses, but the fact remains that our staff is human and we make mistakes. I believe that american society is to selfish to step past their personal comfort zones to take a risk and try to expand our horizons, knowing we might make mistakes - especially in a public forum and to a "Higher" class of society (not everyone in the US is like this, but many are, especially in a service career).

Keep this in mind: We are an airline looking to provide you with safe, quick passage from Point A -to- Point B.

Keeping you occupied for that time frame can be a challenge, but that's why we have video and audio entertainment. We also figure you will get hungry and need something to eat; we have always attempted to provide that meal in relaxed, but elegant atmosphere.

I would have to agree about the warm nuts. Keep in mind that the nuts on the transcontinental flights are boarded in a tin pan with a heat-resistant cover. On the CLE-SAN flight they may be boarded pre-dished up in the ramikens; therefore, preventing some F/A's from heating them up (the standard with our airline is only to warm those boarded in tin pans). I have often (time, staffing and load permitting) put them in the oven to be heated.

Further note: We do not have microwave ovens, we have convection ovens. We have chillers on B777 aircraft, but all other a/c rely on ice (dry/wet) to keep everything chilled.

I hope this is helpful in giving insight to what challenges we face when trying to provide you with our inflight service.

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CO757