It costs ten times more to attract a new customer than it does to keep one..
I have flown with Q twice. Now I make sure that I fly with someone who has polite staff - Cost is sometimes a little more expensive, sometimes a little less..
The staff interaction at the customer level is the most important item that people take away with them. Sadly the goons in the management towers have forgotton this and so the whole company will continue to suffer...
Fizz