That's a bold assumption to make - that I am a cubicle denizen and even have a boss. Just another poor example of not really even knowing your customers. But it's obvious where you think the problem lies - It must be with those confounded customers who actually WANT value for what they pay for.
"confounded customers who actually WANT value for what they pay for." - please; cut me some slack.
I understand very well the concept of delivering a fair value for any given payment and I understand all too well the consequences of not delivering the value expected to the customer.
My experience has nothing to do with the airline industry, but a totally unrelated industry, with some of the most difficult-to get-along-with people there are. Up 'til the point I decided it wasn't worth the headaches (mid 80s), I still delivered value to these devils while wishing I could strangle them and get away with it.
Perhaps you're unable to place yourself in the position of those who don't deliver the value you want. Everyone isn't wealthy enough to hire their problems solved.
Regardless of your income level, if you were "just" doing OK and your pay was reduced by 40% and there was no practical "other" employment to take, would you tend to be a bit snippy or would you be all smiles if you didn't know where the money was going to come from to pay the day-care provider for your child?
It's far too simple to say "go elsewhere if you don't like the job", but what if "elsewhere" didn't exist for you?
Not all of American's public face is in these situations, but enough are that it harms their attitude to a noticeable degree to many people on the outside.
Yet, you scream about value - it's all about you. That's my definition of spoiled. Maybe
you should go elsewhere rather than coming here to take the company's side. You have a choice also, you know. Exercise it.
Perhaps you've had it too good for too long - perhaps you've forgotten what it's like to scratch for a living after doing quite well for a number of years.
Back up a bit and look around you - you're not the only "wronged" person out there.