Agreed, which is the unfortunate effect of the vast, vast majority of people being unwilling to pay more for better service when flying, thus leading to airlines being badly understaffed. In the Kayak/Orbitz/Hipmunk/Adioso era, people buy tickets based on price/number of connections, almost entirely without regard to the airline. The only folks who get better treatment from the airlines are those who have status (and are thus loyal customers worth the expense to retain) or who pay extra (first class or a lounge pass).