I really think outsourcing everything was one of the biggest mistakes NK made. Sure, it saved direct money. But the indirect cost of having a contract company that was not accountable for marshallers never having lit wands at night and absent jetway drivers was probably higher. And the way the gate agents treat the pax was atrocious. UA has closed most of the customer service desks at the airports, and directs people to chat on the app. It is not the same.... The cost of doing business should include having people on the property who are invested in the success of the company. That might be more than the bonus for the C-suite for cutting cost in the next quarter, but there should be a plan for the Qs after that.