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Interesting post.

But I think the travelling public has to bear the some of the responsibility.

On my travels I have seen some awful incidents of passengers being rude to airport staff, passengers behaving abominably on board (even in First), so it’s no wonder these people have thick skins, and perform their roles in a perfunctory manner.

Most passengers choose their carrier entirely on cost; people are simply not prepared to pay for quality, and in some respects don’t even appreciate good service when they see it.

Paying staff more from current revenues is probably not possible, so the only way this attitude is going to change is if the flying public are prepared to pay more to travel (tough when much of the ticket is Gordon Brown’s APD tax) OR if airlines make investment in training staff better to handle the stresses of working in a public facing role.