We'll call him Mr. X. He has decades of experience working with some of the biggest players in the airline industry. And he hates flying every bit as much as you do.
The difference, though, is that Mr. X is probably more pragmatic than you or I. So while he originally agreed to this interview to expose the dirty laundry of the airline industry, what he ended up doing was offering a more nuanced explanation of why things were so bad. Thanks to the Internet, air travel has become price-point commoditized in a race to the bottom. And the industry, which is a service rather than a product, is caught up in a cycle of constant maintenance, rather than improvement.
Image: Flickr user shankar s.
