Friendly skies, my ass

Would someone at American Airlines please justify this? A little explanation from somebody would be nice.

I travel a helluva lot, and I've had my share of bad airline experiences (and part of your share, too). But this little string of events is just getting silly. And it's not the fault of the $26,000-a-year employee who megacorporation American Airlines leaves at the gate to face 200 passengers. He or she gets paid and gets to go home that night whether he or she is an asshole or not. Aggrieved passengers say they want some "accountability." Why should the front-line employees be responsible for accountability? They're not going to get treated any better or worse by their employers no matter how professional they are. The best customer servants will likely be rewarded with the opportunity to work more unpaid overtime. The worst will keep their jobs. Doesn't sound like much incentive to me either way.

Disclaimer: I've flown American Airlines twice in my life, both times by accident and neither for a round trip. (On each occasion, I was rebooked on American after the flight I had purchased on another airline was canceled.) I can guarantee you after the situations in Austin and the one described in the link above, I will continue to not voluntarily fly American. Not that my primary airlines are much better. It's rare that I run into a Delta employee who isn't a jerk, and US Airways has mishandled my baggage enough times that I'll now find a way to carry on for a 10-day trip.

So, why? Why do airlines treat their customers like shit? Why do airline employees continue to work for employers who treat them like shit, which they pass on to the customers? Why do airlines allow their employees to treat people like shit? It's a vicious swirling circle.

And, I guess most importantly: Why do I care, as long as I get to Point B safely?