Originally Posted by
groovinaviator
This is nothing new. If this were truly a customer service industry and not a "please the shareholder" industry it would be better for labor, management and most importantly the customer.
Read the book "Hard Landing"
http://www.amazon.com/Hard-Landing-C.../dp/0812928350
I agree with you to an extent, but what business isn't about "please the shareholder?" Even if you work for Southwest and have a central mission of pleasing employees/custormers, the mission is to make money.
"Hard Landing" should be required reading for all in this industry.