Most recently in Salon.com's "Ask the Pilot":

More than ever, people hate to fly. What can the airlines do about it?


<<< I propose that 80 percent of what people hate about flying could be assuaged in two fell swoops: by reducing the number of delays/cancellations and doing something -- anything -- to fix the nonsense of airport security. At first glance it might seem as though neither of these things is within an airline's direct control, but I beg to differ …

… Travelers don't want to be coddled, but they do want dignity, efficiency, and a modicum of comfort. For as long as they are not getting it, anti-airline sentiment will grow hotter and hotter. Already, the loathing and distrust of airlines cannot be overestimated. It is, at this point, a feeling of resentment unparalleled in American business and industry. Right or wrong, fair or unfair, people resent airlines as much or more more than they resent oil companies, politicians, certain lawyers, and the rest of the usual suspects. Carriers ignore this at their peril. There will come a tipping point when a critical number of people simply refuse to travel. >>>


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http://www.salon.com/tech/col/smith/...skthepilot282/


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