I fly lots. And I mean lots. Hundreds of thousands of miles a year. I'm constantly astounded by how appallingly airlines treat their customers. A group of passengers is now moving - using a blog -- to rally support for a Passengers Bill of Rights. This has been needed for sometime - the big Airlines are a law unto themselves.
You can read the full story in the Merc. There is a group of customer-centric carriers that get it (Southwest, Virgin, Air New Zealand). There is another group that don't - American, United, British Airways...). Those that do get it should get behind the Bill of Rights. Those that don't are likely to dismiss poor service as "anomalies" and that is the very reason we need a Bill of Rights.
Disclosure: Southwest Airlines is a client of Group Lark.