That entire article was surprisingly well written. Kind of how I defended the airline when I was first hired. HAHA

But I believe that we may have gone to far to the darkside when it comes to customer service. Personally I am thinking of calling Phoenix and asking for the open position of director of customer service. If people were gouged as they are, but it was done with a smile instead of the flinging poo at them it would increase NKS popularity.