<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by snorkmaster:
I'm of the belief that NW only makes customer service improvements if they're 99% confident it will help their bottom line in the long run -- which is why (IMHO) NW is generally ahead of the curve on E-services, but behind on any traveler services and amenities that require a significant investment upfront (such as power ports, remotely ergonomic seats, etc.) or regular expense over time (such as quality inflight catering, IFE, etc.)</font>
talk about hitting the nail on the head. great observation.