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I've always held a little facination about airlines. Continental is among those that have managed to make some money and make its customers less miserable than most, as we point out in this week's 1to1 Weekly story. What facinates me, though, is why so many people in the customer strategy business love to talk about airlines. And the reason they do is because consultants use them so much and unfortunately they provide so much material for their presentations. Airlines are customer strategy gone wrong. When one of them gets it right, you're treated well, you depart and arrive on time and maybe you had an extra bag of peanuts. It's an incredible aligning of the planets.