I understand what you’re saying. Of course they want us to engage with customers. I stand at the door and say thank you. I make PAs. Passengers enjoy our service/product no doubt. There’s a difference between informing and engaging them and romancing them (think Captain Hollywood).

Quick read: https://loyaltylobby.com/2018/05/30/j-d-power-2018-north-america-airline-satisfaction-study/
“Newer, bigger, better: Annual improvement in overall customer satisfaction is driven by increased satisfaction with the aircraft (+15 points); a better experience with boarding/deplaning/baggage (+10) and reservation (+11); and satisfaction with costs & fees (+8). The attribute contributing to improved customer perceptions of the aircraft is availability of overhead storage, an area in which the study’s top-ranked airlines have recently invested significantly.”

NPS? Number one. Overall satisfaction with the aircraft (+15). How many people a week are traveling on DCI? A 50-seat regional airplane? A delayed Skywest or GoJet airplane? That my friend is where we are losing if you wanna talk NPS and JD Power.