People respond to incentives, whether positive or negative. The more experienced people are, the more they figure out the systems, and the more use them to their advantage. So it is with a sense of sadness that we acknowledge Alaska Airlines for joining the ranks of airlines that punish their loyal customers who are doing the right thing.
Have you ever looked forward to an event and then felt let down when certain things did not go as well as you hoped? For our family, friends, and colleagues, we tend to have a set of standards and expectations, and when those expectations are not met, we experienced a sense of sadness, loss, disappointment, and sometimes, betrayal.