Air travel has become increasingly annoying and enervating: delayed flights, more restrictive rules on the size of carry-ons (anything bigger than a wallet may force a gate check), delayed or lost luggage, long check-in lines, etc.
He cited the difference between what the airlines think will placate customers--prompt ticket refunds, quoting lowest available fares and retrieving lost luggage--and what's really annoying travelers: flight delays, long check-in lines and the 20-minute wait at the baggage carousel.