Ok, I want in. I will agree with Mars to the extent that many airlines have shareholders and like it or not, they are there to make money for them. If an airline has a choice between making money and doing less for a passenger or being more customer friendly at the cost of making more money, they will choose the former, no question.
I also see Jim's point that in fairly tale land that all businesses will cater to the customer first before the almighty ....... (insert whatever monetary type you like) This is the way it used to be in this industry and the way it should be again but it is NOT the way it is now.
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