Here's an interesting take on airlines generally, courtesy of Matthew Lynn of Bloomberg. I think Mr Lynn has perhaps suffered a particularly stressful journey recently, but his article sums up air travel in the 21st century pretty well, I think. The current example on this thread is perhaps a worst case example of how badly airlines treat their customers, but it is by no means vastly outside the range of appalling service that passes for normal in the airline industry.
Ticket to Hell Is on Offer at Europe?s Airlines: Matthew Lynn - Bloomberg.com