Wow. I had to make a call in about a schedule change today - my "13 minute" hold was about 35 minutes. The schedule change, of course, will likely really screw me up. But that's not why I am posting.

The reservation agent I spoke with sounded like she'd been beaten to a pulp by her very best friend. Very little energy to deal with trying to answer my questions about alternatives and I really felt for her. I asked her whether cancelling my reservation would refund my money entirely and she confirmed that it would. I told her I was sorry for all the troubles Alaska was experiencing and she said something to the effect - "so am I" and thanked me for my business in a very monotone depressing voice.

I have since booked two trips on AA and one on NW for upcoming travel - neither may be better but I just needed a change due to all this mess with Alaska.

This is the first time I have encountered someone who sounded so completely, hopelessly down in the dumps about what they were doing. It seems everyone on the phone lines has been trying their best to be upbeat but this most definitely was not that kind of a call. Probably you have heard the recorded message during your hold from Bill Ayers and "Monica"? about how grateful they are to have us as a customer, so on and so on. Almost sounding desperate.

And I see the flight attendants just rejected their contract.

Is this airline on a rapid slide downward? Or does anyone see any light at the end of the tunnel? While not a business traveler, I do travel 8-10 times a year, minimum, for pleasure, and wonder if I should seriously be looking elsewhere, permanently. I know the grass is always greener though ...