US Airways' air-rage incentive

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US Airways' air-rage incentive
Posted by: Economist.com | TORONTO
Categories: US Airways
SINCE August 1st US Airways has been charging domestic passengers $2 for a soft drink and $1 for coffee or hot tea. The airline announced its decision in June, but no other major airlines have followed suit yet. The Association of Flight Attendants (AFA) has denounced the move, noting that flight attendants are “safety professionals”, not cashiers, and suggesting that aircraft are being turned into "flying vending machines." It also alluded to the possibility of unpleasant scenes.

In the current industry of customer frustration, the last thing flight attendants want to do is add fuel to the fire.
The airline has responded to such fears by instituting a policy that could act as an unfortunate incentive for its more choleric passengers. As reported in the New York Times:

US Airways has told its 6,700 attendants to “err on the side of the customer” in deciding whether they need to end a confrontation by providing a free beverage.

Gulliver would (of course!) shrink from such an act, but suspects some flyers might be prepared to get bolshy for the sake of a few free Cokes.