"But fundamentally, giving people a little bit of agency over the small actions that bring them joy can do a lot to mitigate the countless indignities that they’re forced to suffer by big bureaucracies and inflexible institutions. An airline can’t make the TSA’s policies more effective or sane, but they can help us regain a bit of our feeling of control and dignity by assuming we can be trusted to ask for a can of Coke when we need one."
#Travel
#culture
#Customer service
#Virgin America
