Leslie - I'll be interested to hear your report on June once you get it ironed out the way you like it. Honest request - no sarcasm.

The grim customer complaint situation is a BIG deal. I hope the leadership shakedown is more than just symbolic, and they seriously intend to deal with this problem NOW.

The level of customer service at Denver has plummeted! I'm seeing it with my own eyes every day! We all know why too, and as bad as I feel for them, what's done is done, we can't un-ring the 'outsource' bell on this one, but we'd better figure out a way to make it ring well, and STAT!