The A380 superjumbo offers a "comfortable passenger experience.
If we can add to the passenger experience, that's a good thing for us.
"We're trying to put the romance of travel back into the passenger experience," Mr. Fentress said.
The goal was to "produce a passenger experience that is reasonable to good," he said.
How might attention to things like basic comfort and cleanliness serve to enhance the passenger experience?
The winners for "best overall passenger experience," including cabin amenities and in-flight entertainment, were Emirates Airlines and Virgin America.
The narrator explains: "All three are proud of their reputation for making the Southwest passenger experience as entertaining as possible".
"I wish airlines would spend an extra million on baggage handlers to enhance the passenger experience," he said.
She pointed out it was precisely the kind of avoidable "second-class passenger" experience that disabled people endure frequently.
"Where public transport's really booming, it is mostly because of the passenger experience, quite often more than the infrastructure itself".
"This is one of the key markets we want to target," said Dorothea von Boxberg, director of the airline passenger experience.
