That figure is spot on. I heard it too myself. So SM now seems to be complaining about the pax nag and whinge. Does he realise that the pax have a choice and they can frequent other airlines. Pax have every right to "nag and Whinge" as he bluntly put it, but doesnt he seem to understand that they are paying the salaries of his staff. Does he realise what a damage he has caused to this company. Never has the morale of the staff been so low and the problem lies not only with him, but also those management hungry individuals beneath him, who have no balls to face him and tell him about the flaw in his system.