Useless Airways started going downhill long before 9/11 and TSA. Poor management, high fares and thinking that its passengers are just cattle. USAir used to be able to do that with impugnity in Pittsburgh when it had a virtual monopoly on the gates. Now that there is competition, people are bolting for Southwest and the other carriers. But Useless still can’t figure out what’s wrong.
I fly quite a bit on United, American, and Southwest. Lately I’ve had occasion to fly VirginAmerica three times this last year. They are by far my favorite airline in every category I can think of but particularly service. I’m surprised by this article but due to personal experience will write it off as an outlier. On an aside how anybody can suggest air travel was ever better is running uphill against so very many improvements. First and foremost for me is access.