[jimworcs]

You have the arrogant, anti-customer attitude that cause these problems. Your approach is clearly demonstrated in this last post. All of the problems identified are dismissed except one... you express outrage only where the first class customer is treated poorly. I wonder which class you fly in?

DavidThi:
You are right, recessions should weed out the weak and poorly managed companies... unfortunately, the US Government has an odd attitude towards its airlines. It protects them from competition, subsidises them (sometimes blatently, sometimes with hidden subsidies), allows them to abuse the bankruptcy process and Delta appears to be one of the worst of all. I had a nightmare experience with them over 10 years ago, and the same problems relating to the "computer says no" syndrome are still going on. The truth is management don't care.

PHX is being deliberately provocative in relation to the animals on the tails of the plane. The point you were making was that a company culture can affect the attitude of the employees. Southwest Airlines has lower unit costs than most, but has a company culture which promotes positive employee relationships and this is reflected in the significantly lower complaints rate on this website. I know nothing about Frontier, but if the animal painting is a public manifestation of a corporate culture which promotes pride in the quality of service, then this can certainly impact the customer experience.