[Doug Taylor]

Waco-

Remember, it's still a customer service business. Kind of like going in for a haircut, the barber completely jacking up your coiffure and being answered with a shrug and a "You came for a haircut, you got one, but I didn't kill ya!"

If you want customers, you've got to take care of them. If I let a bunch of people flying to Berlin sit on a hot jet for hours without explanation, lost their bags and didn't give a poop, I'd suspect they'd probably fly AirBerlin next time. Especially since the dollar is such a joke and the differential in fare is only a scant few Euros.

Flying is our profession yes, but customer service is our business.