When an airline treats their dog passengers – the barking, tail-wagging, four-legged variety – with enormous care and concern for their well-being, there is hope for the passengers as the post-merger cultural transformation evolves.
When an airline, or any business for that matter, treats it customers as mere talking widgets necessary to drive profits to justify consolidation of two mediocre businesses then that is a bad sign for the passengers and the future of the enterprise.
How we treat our customers, regardless of whether they are dependent and barking or not, defines who we are as people and as a company. It is easy to tell the dogs to shut up in a moment of frustration, but will do no good.