English 420Y - Business Writing Online

http://www.zmag.org/content/showarticle.cfm?ItemID=12221

The article is written from the point of few of passnegers during the JetBlue "meltdown". It brings up some interesting points that I had not thought of before, but is also a large amount of personal opinion. I think this will be very helpful to the project because understanding how the customers feel and what their attitudes are goes a long way in determining how one would write a response to them.