Oddly enough, I have positive memories of my last flight delay - this one at the beginning of the experience. Right after we’ve boarded, the pilot announces a mechanical failure in some part that sounds complicated to fix. I groan, never having seen a mechanical failure and all its associated paperwork get fixed in less than 45 minutes, usually much longer. But we were off in about 10 minutes. Almost makes me forgive American Airlines for taking away my extra legroom.

People with very little travel experience have a different reaction to things even when they go well. It’s funny watching greenhorn travelers in the back of the airplane when the door opens at the end of the trip. They jump up, grab their stuff, and wait impatiently and somehow surprised as they watch everyone else to get off first.

We should also consider what the newbies will think about Jambo, compared to the seasoned users.