Right after I wrote about the airlines, I heard this on NPR; if you are tracking the perspective on long term customer experience impact on airlines, listen to some of the comments by Howard Putnam, former Southwest CEO talk about fee based tactics rather than just raising fares....

My favorite quote, when asked if American should have simply raised fares, Putnam says, "As an alternative to nickle and diming us, I think it would be a better customer service approach."

Yup.