You know, the amazing thing is that I haven't heard anyone really asking for special favors; people here are simply asking to be treated like good and valued customers. They want NWA (and other airlines, hotel chains, car rental companies, and long-distance companies) to offer good value and live up to their promises. This is reasonable; after all, we are good consumers of these services.

I think MJW has been terrific not only to us but also for NWA. I'm also really pleased that Hilton is taking the same steps to be present on FlyerTalk. I truly believe that companies that listen to their customers are the ones that succeed in the long term.