I think people are getting progressively used to what's allowed on board, and these kinds of flip-flopping and inconsistencies only exacerbate.... We are entirely sympathetic with long lineups of passengers who have a very difficult time checking in, boarding their flight, and then they arrive at their aircraft, it's delayed and then they sit down and they're just aggravated and then we have to deal with that. We want to make their travel experience as comfortable as possible, so they're happy passengers, because a happy passenger makes the flight very easy.
On February 15th, 2011. See this statement in context.