Or we could just pay for for better training for gate agents and more customer service agents and more phone lines? People get livid because their flight gets delayed or canceled, they can't get a refund, they can't be rebooked on another airline since we have no interline agreements, and most importantly there's virtually no word from the airline on what to do. People start acting like animals because there's almost no transparency when everything hits the fan. No excuse for that behavior either, and with a budget airline, I don't expect perfection, but we could do a better job for the pax besides just shrugging our shoulders...