The big issue is award availability. Whenever you have a capacity reduction, that inevitably translates directly into fewer award seats, and I have no doubt that will happen in this case.

This whole miles-for-merchandise mini-movement is being forced onto the airlines by their own inability to make good on the promise of free award seats.

It is a mess in the offing. The whole situation is coming apart at the seams. From a consumer standpoint, it has to be very, very troubling.

A lot of consumers use the term 'bait and switch' when they hear this.

The [most] exciting part of this case is that we're actually going to have a reduction directly to the consumers in their gas and electricity bills. As far as a class-action suit is concerned, it's a rare thing that the consumer has a financial remuneration, and that really excited us that we were able to [achieve] that, instead of simply saying, 'Here's a coupon — if you can use it, go ahead and do so.' The other thing is, it's really fun to wear the white hat and not get shot off your horse.

The availability of durable medical equipment was a major issue.