It would seem both the airline and the majority of the passengers would be better off if the passengers making trouble were booted from their flights. Certainly the guy who was delaying the flight with his phone call should have been removed. I don't know the regs, but I'm pretty sure he was in violation of the law as well as common decency. If passengers saw other passengers being removed (or at least threatened with removal) for bad behavior they probably wouldn't be transformed into nicer people, but at least they might manage to behave themselves for a few hours. And if the passengers switch to another airline in a huff, it would make the first airline far better off. Airlines want to have a reputation for being nice, but accomodating unpleasant customers is not really being nice per se - it hurts the other decent folk. My $0.02.