Well there's a turn up for the books....this is the first time in many years I've heard a story about the boss taking a personal interest in what's happening on the coal face.
If it's true, it might be a step forward. Getting out there and actually talking to a worker, be it pilot, a grade two, a driver or a cargo loader, would certainly help a senior manager understand what the real issues are...because it's quite clear middle management hide the real story from our bosses.
It'll be interesting to see if any real changes occur, or, as is more likely, a few temporary band aids will be applied by the mid level managers to save face.