QA-I've always believed that when travelers talk about flying on Midwest and receiving a cookie, they're mostly referring to a pleasant flying experience. The "cookie thing" is lagniappe. I'm of the opinion that if you want a cookie, go to a bakery; a good meal, go to a restaurant; a movie, go to the theatre. Where we work, we don't promise any of those things. We get the customer from A to B, safely, on time, then efficiently (in that order).
It's because that's how we do things that there's the understandable hostility I've heard from Midwest customers about the proposed buyout. There's a huge market out there to do what we do, for the lowest cost (to the customer) as possible. Finding that "magic" cost is what causes such anger among airline employees and travelers. When my company refuses to spend a relative little amount of money to give me the tools to do my job professionally, it pisses me off. But, because I'm just a grunt in the trenches, I'm not privy to info such as, would spending that money have resulted in drawing down our unrestricted cash to a level that would have triggered increased interest rates on outstanding loans, thus costing the company a large increase in interest payments? The typical traveler sees this same experience in a negative light as well. But, while we are (allegedly) in the "service" industry, we have to make a profit as well, so that we can live to fly another day.
Another example that I've heard (on this board) about traveling on AirTran is that the service was so-so. Nothing good, nothing bad. One big reason for that (from a pilot and flt. attendant point of view) is that in order to keep revenue flowing during the day, we schedule very short turns. These range from 30 minutes at out stations to 40 minutes at hubs. That time allows the flt. crew just enough time to do what's necessary before it's time to depart again. My choices are between staying in the cockpit, loading the FMS for the next flt., etc., thus ensuring (from my end) that we'll be ready for an on-time or early departure, or I can stand in the cockpit door, while everyone deplanes, smiling and telling them goodbye. Once everyone's off, usually 15 minutes before the next flt's scheduled dept. time, I could then begin to get ready for the next flt. If I do that, we'll be lucky to leave on time. I choose the first option. If I get done early, I'll go up to the gate area and help the agent (with UMs, wheelchairs, etc.). This choice, on my part, my seem very impersonal to a customer ("The Captain didn't even say goodbye to us"). What that person doesn't understand is that because I did this exact same thing on the flt. before their's, their flt. was on time. I wish I had time to do my job and interact with the customers. Because keeping costs down and revenue up is necessary for survival, and because the planes have to keep moving, and because the best way to do this is short turn times, and because I have an obligation to the customer to do everything I can (without compromising safety) to be on time, doing my job seems "so-so" to some.
So what does all of this have to do with Midwest? I think you and KC have summed it up in previous comments. Midwest used to offer something that there was a market for. That market no longer exists, comments and complaints from die-hard Midwest fans not withstanding. If the market for what they offer was there, they would not have had to use a financial gimmick to report a profit during 1 of the 2 most profitable quarters of the year. And, as you pointed out, their plan to add seats (revenue), thus getting away from what set them apart from everyone else, is yet more proof that they can't stay what they used to be.
I wish Midwest nothing but the best. In fact, as I've stated before, I hope this buyout doesn't go through. I wish they would be profitable, and all this buyout talk would go away. I've read many complaints from Midwest customers about the buyout. Some have gone so far as to bad-mouth the company I work for. Instead of signing petitions and disparaging others, these people's time would be much better spent putting their money where their mouth is; sign a petition pledging to spend twice the amount they do now, to fly on Midwest. Don't just be "willing" to pay more; actually do it. This isn't about "cookies". It's about surviving financially. And, it's about time for some Midwest customers to understand that.