The airlines are still hell bent on nickel and diming every ounce of good will out of their customers. Their new innovations (charging for conversations with reservation agents, bags of peanuts, leg room, and pillows) come at a time when flights are the fullest since 9-11. Yet complaints are up 17% and customer satisfaction with their flying experience is way down. This is due to increases in luggage loss and decline in arrival performance.
IOW, service has declined and the airlines want to charge more for it. Then they continue to act perplexed as to why they can't make any money. It's not the high cost of fuel or added security procedures. These things customers understand.
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