I have to agree with you about the Elite luggage tags. I've never seen them make a difference. I really liked the suggestion about a Dale Carnegie course. Well done!

As to your main cause for complaint, I wasn't there, so I can only comment about my experiences. I have had a few poor experiences on CO, but they pale in comparison with my experiences on AA, the only other major carrier that covers AUS to any substantial degree.

I would hope that Larry appreciates the feedback. At the top of the pile, all you tend to hear is the worst of what's going on and after a while, it all starts to sound the same. Real constructive criticism is rare and should be appreciated.