Got a complaint about the travel industry? It’s got one about you, too

“I’m weary of those entitled passengers who are continuously whining and complaining,” says Lisa Thomas, a veteran flight attendant based in Denver. “I feel like telling them, ‘Take some responsibility for your choices.’ ”

Thomas’s comments, made to me after a recent column about the rise of fees in the travel industry, triggered a fascinating debate. Many travelers say that they think fees are out of control, particularly in the airline business. The top 10 airlines collected more than $28 billion in revenue from extra fees and services last year, up from about $2 billion a decade ago, according to a recent study by the consulting firm IdeaWorks.

At the same time, many in the industry say that they think people are getting exactly what they paid for: a quality product at a ridiculously low price. Industry employees like Thomas suggest that travelers have become spoiled.

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