Upsetting
Saturday, December 28, 2002
  Do you really want to fly Alaska Airlines?
The New York Times reports:

One company has gone so far as to make a game out of encouraging its employees to collect fees whenever possible. At Alaska Airlines, employees spent July and August competing for the greatest percentage increase in collecting fees for excess baggage or oversized luggage. The problem was that too many employees were waiving the fees for harried passengers. The carrier said that was not fair, that passengers were complaining about inconsistent prices.

To fix that, the company contest promised $1,000 to the winning team and individual prizes to five customer-service agents. Alaska Airlines said at the time that it wanted to raise fee collections by 25 percent, to $25 million in 2002 from $19.5 million in 2001.
 
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