And what were you practicing?

(I attended a high school orchestra concert last night, including, among other things, Telemann, Dvorak, and Gershwin...)

From a customer service pov, you are of course correct. Not only does a bad experience provide a very big barrier to repeat business from the affected customer, but an unhappy customer will tell an average of 8 friends. A happy customer will tell about 3.

Fortunately, we have a number of airlines in North America. If someone doesn't like one, he can take his business elsewhere. The problem is, from the business angle, businesses only hear from a fraction of their unhappy customers.