And we haven't even begun to see "big data" yet.

I get D-0, I really do. But stranding people (revenue or revenue-generators aka "non-revs) on the last flight of the day to get a D minus 10 is a punk move. Gate agents don't do it because they're mean, but because of an inappropriate emphasis from on high that takes common sense out of the equation and tries to make everything fit into a one size fits all policy memo. I saw a commuter and 2 triple titanium diamond coated medallions with briefcases and a carry-on running from an international first class flight to catch an RJ flight that was 7 or 8 prior with the door closed and jetway pulled. No sympathy from the agent. So sorry, "sir".

We do a lot right operationally. A lot. And much of what we do right is on time based. I get it, I really do. But disempowering the front lines to make common sense decisions in favor of policy memos is a step in the wrong direction.