Turns out there was a stop in Nashville, not listed on anyone’s itenerary (unless you were deplaning in Nashville). I expressed surprise, a little frustration, about lack of transparency. The flight attendant listened, sympathized, AGREED that it seemed unfair, and encouraged me to write to the company to express my opinion. Then she gave me a glass of wine (no charge). You think I went away angry? Nope. I’m flying SW to the west coast again next month.

i’m hoping you, or some of your other commenters may have seen a great little booklet done by American Airlines sometime after Moments of Truth was written — they were little vignettes of the great things that American staffers had done in pursuit of delivering fabulous customer service.

there was the story about the captain who chased a customer’s toupee as it blew around on the tarmac…

and the one about the baggage handler who located an errant bag several hundred miles away, managed to get it and personally drove it over to the customer at 4am so she’d have it before her 7am presentation…

and my favorite, the one about how the plane’s crew — and passengers! — helped a traveler propose to his fiancee.

if anyone has a copy or knows where i can get one, i’d be most appreciative.