I know I'm new to all this, but I do own a company of my own, so read with interest Mr. Goldstein's letter. I thought it very heartfelt and honest in admitting to making a mistake. Then, to read a poster call it 'dribble' was startling to me. Sounds like many here want blood or as the expression goes, 'his first born child'.
But seriously, I had read on another board of a Diamond member who never went to the lounge because it was always too crowded. So here you have an exec of a company co-oberating what many have already complained about and in so doing, is trying to fix it.
I know I ya'all off before by questioning the negativity and I don't mean to you off again, but I'm curious as to what you think they need to do to fix this situation ... or is it simply not fixable?