Usually badness = room for competitors. Not optimistic that's true for airlines, but interesting to think about.
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You could be qualitatively different by realizing that airline service defaults to bad, just as software defaults to insecure.
One obvious step is to require feedback after every flight, a la Uber. Then you could use "seat racing" to find bad people.
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Not sure that helps. Finding bad people doesn't accomplish anything if you can't get rid of them (cf. standardized testing in schools).
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I mean employees.
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JetBlue made major effort to be customer-centered, (+SW, VirginAmerica) but biz travelers stick w/ legacies for status & small cities
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ppl complain at United, but they don't abandon it, so United receives little market punishment for poor customer service-> no change
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