chapter  3
8 Pages


Prior to the terrorist attacks of September II, 200 I, the commercial airline industry was in what could politely be called turmoil or more accurately, a "state of chaos." The industry was marked by a growing list of consumer complaints and disenchantment. The flying public was forced to contend with numerous issues, such as ever-increasing delays, a sharp spike in ticket costs, the phenomena of "air rage" in which violent/rowdy passengers disrupt flights, frequent management squabbles with organized labor unions, lost passenger luggage, rude airport and flight crew service, and fewer choices of airlines. In all, the 582.3 million passengers who annually flew on domestic carriers were encountering an increasingly stressful and costly experience.