Don'tGoThere: Very interesting! You've reminded me of something that I didn't mention initially because it didn't seem 100% relevent and I had forgotten about it:

During the delay on the ground, I got up during the first 30 minutes or so to head back to the Lav. As I was waiting in line and stretching I heard the flight attendents discussing the delay. The one who appeared to be the youngest of the group, (I'd guess early 30's. I remember her well because she was one of most strikingly beautiful FA's I have seen in some time. Svelte 6 foot tall brunettes don't grow on trees after all.) was telling her colleagues about a flight she worked with Gordon in the front cabin, where this exact same thing happened. They were on the ground for quite some time, and as people were getting restless Gordon told them to pass out the headsets for free and start the IFE up, and that it was only the right thing to do for customers.

After I was done in the Lav, we were sitting for maybe another 15 minutes or so before they started doing exactly that. It was obvious that they felt empowered to do so based on previous experiences from the top of the company. This is the area where management's attitude towards it's customers and employees has the most obvious impact. When you have your beloved CEO telling you to do something simple to make customers happy, that makes an impression. I already knew Gordon was that kind of operator, and wasn't surprised to hear that story or see the resulting follow-up. I just take that kind of service for granted at CO now. I hope it doesn't fade now that he's gone...

Regardless, your point about the experience of the flight crew is well made. A wet behind the ears group of F/A's who don't really know what they can and can't do without the wrath of beancounters coming down on their heads probably won't do anything, with the resulting bad taste people get in their mouths. The encouraging thing is that they CAN make the choices if they have the will to do so. What would a NW FA be able to do in that scenario? Or any other domestic airline, just about?