i worked for monarch last year on the zb's. at the end of the season, they started seeing how long things took to do and seeing how they could reduce their costs and services. ie no more hot towels, only 1 tea and coffee, only veg and kosher as special meal requests. we had to record how long it took us to do anything, such as dealing with a pax query, how long it took to get them a pillow that type of thing. the spec meal requests were getting out of hand because people didnt have to pay eg half the flight wanted low fat, no salt, gluten free, kosher, kids etc. it took forever to get these meals sorted out. also the complimentry drinks took forever, i mean can you really drink 4 gand t;s and 2 wines on a 2 hour flight. we spent mre time arguing that it wast a free bar but complimently( sorry i thought they meant the same) monarchs policy is 2 drinks per passenger, but this isnt printed on anything.
if they start to treat their pax like their staff then they wont have any left.