The workforce is probably as demoralized as any of us would be if our jobs were flailing, our pay was cut in half, our benefits were cut out and our pensions were taken away. Expecting the workforce to be as customer-oriented as it has been in the past is probably not reasonable.

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If we continue down this path, consumers will lose all confidence in the airlines' capability to perform.

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The demoralized work force is probably contributing to the fact that the consumer doesn't feel as well treated anymore.

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