Originally Posted by Dougdrvr

While I agree with you, one of the key ingredients that seems to be missing and that Repubic management doesn't get, is that a great deal of Midwest's ( and I'm sure this applies to Frontier also) outstanding customer service reputation belongs to the Flight Attendents and CSRs, along with the people that hired and trained them. If RAH doesn't change their corporate attitude and stop treating these positions like a summer job at the Dairy Queen, then it will be doomed to fail. Up until now, it didn't really matter how they treated their customers as long as the on time stats were in line, they got paid. That's all coming to a sceeching halt at "branded".

And it does apply to pilots, too, although it is much more of an intangible asset. Management has very little idea how much of a drag on efficiency it can be if pilot's only do what they are supposed to.