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Yes it is lifted straight from a US source but I suspect at least someelements might be applicable to the Australian industry.
Have you ever had the pleasure of sitting next to an airline CEO on a flight? I have.
When they have to get somewhere, they actually fly on their own "metal" (in first class, of course, if their airline has it). I've only had the briefest of conversations. Like the time I sat next to David Neeleman, founder of US budget carrier JetBlue. He wasn't much interested in talking to me, which was fine, I guess.
...
CEO: "OK. Let's get real here. Just in case you were in a coma for the last 25 years, airlines have done nothing but lose money. In fact, since its beginnings the airline industry hasn't made a dime. Quite the contrary, it has lost billions upon billions. And why? Because of you.
"That's because whenever we raise fares to a profitable level, you stay home. Or you take the damned bus. Or you drive to grandma's house (did you miss the memo that driving is 100 times more dangerous than flying?). Please. Airfares, since the 1978 deregulation legislation that nearly killed our airline, are a freaking bargain.
Got an airline complaint? Here's what the CEO might say