Your comment about texting reminds me that the concept of 'customer service / customer first' is not well understand in LOS. In fact here's an example; in one of my MBA classes recently we were using Thai Inter as an example of organization behavior, and an incident quite some years ago when the then CEO acknowledged that the airline was receiving lots of complaints. His fix was 'never mind, we'll get new uniforms'. The students were working in small groups on this quick case study. Two groups could not develop a better response / fix, in fact they both said 'what's wrong with the answer 'we'll get new uniforms'?

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