Good for that airline! Sounds like they have read "Killer Customers: Tell the Good from the Bad - And Crush Your Competition" by Larry Seldon and Geoffrey Colvin. The premise of the book is that not all customers are created equal. The top 20% of customers generate 120% of the company's profits (and no that's not a typo) and the bottom 20% can cost the company 100% of the profits.
And entitlemoos like that are what we call the bottom 20%.
