I'm worried more about our customer service culture than I am about the price of oil. When I see a DCA gate agent use one hand to shoo away a customer with a question, or I see an ATL gate agent tell a Diamond Medallion member that she can't board the airplane with the open gate door without so much as a smile and an apology, I fear for my future.

We fly the airplanes safely and professionally, but the public *expects* that. Outstanding customer service is what attracts and retains customers, and I personally intend to go further out of my way to both set the example and write up those who either excel or fail at making our customers feel like they're the most important people in the world.