“Working for an airline is almost like being in Scientology, because the language they use is one
that people don’t understand,” said Heather Poole, an American Airlines flight attendant and the author of the best-selling book “Cruising Attitude.” “I kind of wonder whether it was a way to keep passengers from understanding.”
It’s the kind of thing you don’t notice until you aim to notice.
“But I also think that airlines have allowed consideration of the question to take a back seat,” he said, “where they are too quick to tell people to call law enforcement
and don’t draw a line in the right place or invest enough in the customer-service element.”
The union president, Ms. Nelson, agrees with that last point.
“But that’s easy for me to say, because I’m not the one who has to get called in,”
Mr. Francis said, nursing a glass of tequila after our day with the court clerks.
“If someone is a jerk to me, I am probably not going to see them again the way I would if I worked in a bank and someone pinched me,” she said.
