ABSTRACT
Introduction There is not any brand new idea on the dealings between airline managers and their customers that needs to be taught. As Dr Johnson said, 'People need to be reminded more often than they need to be instructed.' In describing and analysing the characteristics of passengers, shippers and charterers, this chapter does no more than sum up what every good manager knows already. Its real job is to bring managers back to the old simple principles which so many of us are too busy to see.
