Proudbird: That was very well thought out and stated. You have put your finger on what keeps the passenger (or "customer" as we are called nowadays) happy and coming back for more. It is customer service! Most of us know how difficult it is to be always on the front line, and we know that many of us can be very difficult and demanding at times. But, you know, a smile and a kind word will go a long way to defusing the most difficult situation. For myself, I always try to show my appreciation of the work a pleasant and cheerful agent or f/a (or any other person dealing with the public) does, and I know the vast majority of the public will do that. The problem arises when the agent or f/a projects a bad attitude. For the general public, all bets are off at that stage, and that is where we all run into trouble.

I say to you, Keep up the good work and the great attitude, and you will find that you will always get a positive reaction from 99.9% of the people you have to deal with. We're all in this together, so let's work together. You seem to be pulling your own fair share and more. Congratulations!