I agree about the video being fluff, but I honestly think it is directed more towards the employees than the passengers. Kind of a not-so-subliminal message about stressing service. Whether it is working or not is anyones guess. My experiences in the last couple of weeks have been good, but who knows overall.

Abe

------------------
The question isn't "what are we going to do," the question is "what aren't we going to do?" - Ferris Bueller