[BKK_FLYER]

Hi,

UK, I give you a lot of credit for being able to see the greater story.. a lot of people can't or won't see that their is a larger story in play..

I agree that over the years the airlines have progressively done away with staffs' ability to do what I call "waivers and favors"... some say it's because this created a revenue drop-- and I'm sure to some extent this was true as in most all cases the waiver is from a fee and the favor avoids a fee.. and in other cases the waivers and favors were abused..

but here's my larger take away... I don't agree that the better answer is just to take it away from everyone.. Why not drill down to actually SEE who (staff) are abusing it and deal with those people-- there won't be all that many of them.. or make the policy more clear... and deal with those select few who then choose not to adhere to them.. but in the end, give your people on the front line some ability to solve problems so that we can create what I call win-win outcomes..

I see nothing wrong with that... Airlines are not charities.. we operate for a profit.. and that's the way is should be.. we have shareholders who have put us their assets in the expectation we maximum returns on their invested capital.. so to that end, as a general notion I support consistent adherence to policy.. One common 'gripe' I hear fairly often is "why did they do it in X city but not city Y?" or inconsistency..

BUT.. I also think that there ARE times--- such as yours where it's an overall net win for everyone for a reasonable, well thought out, and justified exception were to be made.. again, look for a win-win... but I also think that we (airlines) have to be judicious in the discretion of this and use it only when it's truly warranted.