The following was an email I received today from a former air marshal whom I do not know. He left his initials, which I'm withholding. I agree with what he wrote.
As a former FAM, I agree with almost everything you have to say about the service. Maybe I missed it somewhere in the article, but when you mention the problems with the FAM service, please always try mention the problems have to do with management. I would hate for people to think the problems revolve around the front line FAMs who try their best to do the job, no matter how difficult management makes it.