Airline customer service has always been a major issue, no more so than in the past few years, where it has become a flashpoint for travelers, with complaints at record highs and frustrations — and anger — fueled by rigid airline rules, policies and slow — if any — resolutions. We’ll go inside one airline trying to change its own management culture as it begins to empower frontline employees to act with flexibility, speed, and empathy, and then trusts them to actually solve problems.