I’ve blogged time and again about the danger of using the popular oversimplification “internal customer.” Follow either of those links if you want, but the gist is this: your customer pays you money and you have a responsibility to provide value in return.
OK, the flow of money and value is not always easy to follow. I get that. And I am a free marketeer whenever that can be achieved without unreasonably compromising the public interest, so I get that we need to keep those troubled airlines flying and on a path to profitability.
But I don’t get this. Evidently FAA regulators have considered the airlines they regulate to be their “customer.” Coffee, tea or relaxed regulation?