You don't know me, but I've been thinking about you ever since I read about your family's experience on that United flight. I wish I had been sitting in the aisle across from you when you tried to explain to the crew about Juliette -- about how she needed to eat something hot because when she's hungry, she gets distressed.
Consider this advice: drop the risky outsourcing; treat your employees as Southwest does; and stop ratcheting up the fees for baggage, changes of reservations, etc. Unless, that is, you believe that customer backlash, investigations by media and lawmakers and lower job gratification are not anywhere on your horizon.
One of the best arguments for using miles instead of cash to book your flights is that the routing rules are so much more flexible for award travel. Many loyalty programs allow you to add connections, stopovers and open jaws to your itinerary -- meaning you can combine multiple trips into a single award.
Forty-six years ago, Dr. Martin Luther King Jr. said it was "criminal" that people working full-time jobs were making part-time pay. It is still true today -- and it's time that the hard-working men and women at the airports and elsewhere bring home enough money to support themselves and their families.