Most of the complaints my office received in some way came down to a lack of proper communication by the air carrier. Somewhere along the line, those lines of communication were broken, whether it was when the problem occurred or in the attempts to get a problem rectified. There will always be problems that occur in air travel. What is most important to the customer is how the problem is handled by the carrier. What is also important, is that the carriers take action to avoid similar problems in the future.
Consumers deserve better attention to quality of service.
Finally, To the business executive who was so angered by repeatedly bad air travel service that he told his boss he no longer wanted to be sent anywhere he'd have to fly, I say you deserve better. To the elderly couple whose vacation was spoiled by the rudeness of an airline employee at a check-in counter, I say you deserve better. To the woman who tried to book her reservation and spent 2 hours and 45 minutes on the telephone listening to a Please Hold' message, I say you deserve better.