The problem with airline management is that they are out of touch. As a rule, airline managers are carpetbaggers who move from airline to airline, or even industry to industry. The do not care what the front line employees do or for their well being. They are nothing but "production units" to management.

What makes them even more despised is that they "visit" the front line employees and spew BS about how they care and are going to improve conditions. Mind you, the visit is pre-announced, so everything is clean and running efficiently that day. Of course, everything they say is lies, since the very next day a new crack down on overtime or sick calls is announced.

This is why we in this "service industry" are so disgruntled. They don't care about us, so we don't care about their customers. They get what they pay for.

It really has nothing to do with unions. Delta flight attendants are non union are among the most disgruntled. They are closely followed by the non union Delta mechanics.

The problem is management. They don't give serious attention to morale building in business school. They only teach you to be responsible to the shareholders.