It Turns Out Airlines *Are* Too Insular and Complacent

So many of you responded with your stories and ideas. I've compiled them here.

In my work, I make a lot of people angry, almost regardless of the story. People send irate emails. They call, they yell, and they threaten. Sometimes it’s because something is inaccurate, but more often it’s because they would have said it differently, or not at all.¹ You can imagine, when I published this week's piece in which I sharply criticized inte…