All the goodwill engendered by hero pilot Chesley B. "Sully" Sullenberger drained out of my heart when I saw the latest attempt for airlines to thwart customers.

United Airlines decided this week to do away with a call center dedicated to customer complaints, and instead will force disgruntled fliers to submit an e-mail or letter detailing their problem or issue.

Outrageous.

I’m sorry, I know times are tight, but what next? Seats? Toilets? Airlines have cut almost every single amenity that makes flying bearable, including the number of personnel on-board flights and in airports.

It is nearly impossible to have a positive experience in the air now. You’re lucky if you even have a mediocre experience. I’ve actually stopped flying with my children—even passing up a chance to go to Mexico for a week, for free—because I couldn’t bear the idea of getting on a plane with my son and daughter.

Last time I flew, the airline seated me and my then-3-year-old in different rows, despite my clear instructions not to. And then, when we got to the airport, the attendant told me, “I can’t help you with that,” forcing me to ask a stranger to move so I could tend to my toddler.

You bet your bippy I called the complaint line. I didn’t get much satisfaction beyond telling someone off, but still, there was a human on the other end.

Now? I can just see the “complaint room” at United Airlines: a huge warehouse of stacks and stacks of unopened mail, and one computer terminal endlessly pinging with unanswered e-mails.

I just can't help but feel that this is the airline industry's way of thumbing its nose at customers. Who are, by the way, the only reason airlines stay in business.

During my four-plus years living in New Orleans, I became a seasoned flying professional thanks to my many trips between the West Coast, where my family and most of my friends still lived, and the Big Easy. I recently returned for a reunion with college friends shortly after several airline carriers announced new baggage fees. “Lucky me,” I thought, since I was planning to take Southwest Airlines, which doesn’t charge for your first or second bag, like other airlines now do. Rather, Southwest had already changed its baggage policy at the beginning of the year, cutting allowed bags from three to two. But at least they’re still free.

However, once I got on the plane—after going through the carrier’s recently revamped boarding system, which definitely beats waiting in those A, B, C lines—I did noticed a couple ways in which Southwest is cutting services to reduce its overhead.

First, snacks.

If I didn’t have time to grab a bite on one of my layovers, I would have to rely on the snack boxes from Southwest to sustain me through a three-hour flight. Now, the flight attendants stroll the center aisle with a basket containing several pre-packaged snack choices. You can pick more than one item, but choose them all and risk looking like a little piggy.

Although I do miss those nice, little boxes with a few more choices inside, the plus side of this cutback is Southwest is helping to eliminate waste. I sometimes wouldn’t touch some of the less savory snacks in the box. Now, everyone can take just what they want.

Second, drinks.

Usually on a three-hour flight, the flight attendants were kind enough to offer drinks twice. On my flight from Phoenix to New Orleans, they came through only once. I know that I could have asked for another drink by pressing the attendant call button, but I prefer making it through a flight under the radar.

What else now?

I know these are just minor inconveniences, and I’m glad they’re not as bad as the major changes happening at other airlines that are trying to cut costs. US Airways announced last week it will no longer be showing movies on its long domestic flights starting Nov. 1. This will save US Airways $10 million dollars a year. The mere act of removing the 500-pound sound systems on each plane will help save fuel. In June, US Airways also announced it will now charge passengers for soft drinks—[two dollars|http://www.worldhum.com/weblog/item/the_long_descent_us_airways_to_charge_2_for_soft_drinks_20080613/]! Looks like there will be some thirsty and bored travelers aboard US Airways flights this summer. When I told a friend of mine who is a flight attendant for Virgin America about the recent cutbacks, he had this to say: “I feel so bad for whoever has to work those flights!”

Recently, Northwest Airlines had to break the bad news to its WorldPerks reward members that it will cost them more than just miles to redeem free tickets; the price is now $25 for domestic flights, $50 for transatlantic flights and $100 for flights across the Pacific. Also, Northwest will increase its flight change fee from $100 to $150, like United Airlines did back in April.

These are just a few of the ways airlines are trying to keep their prices competitive as the price of gas continues to soar. While the media usually covers things like new fees, we must rely on word-of-mouth to learn about how services have changed onboard. What changes have you noticed?