I want to add my support for the author. I didn't know about this policy before reading his blog and I've been flying for years. I've never missed a flight so t

I want to add my support for the author. I didn't know about this policy before reading his blog and I've been flying for years. I've never missed a flight so this has never come up. Secondly I think there can't be a more appropriate place to criticize a business than on a business blog. I've had interactions with businesses in high throughput high stress situations that have been great and ones that have been terrible. If your business strives to give good customer service it's valuable to demonstrate your awareness of bad practices and make a public commitment to do better.