Yes, a shocking misuse of the English language. A chillingly...

Yes, a shocking misuse of the English language. A chillingly harsh word that is far from the most appropriate term for the relationship.

The rule is 'if there's a more appropriate term, use it.'

You and I are 'customers' (although 'shoppers' is better) of WOW but given QAN, REX, Virgin Australia and Bonza are public transport where we buy a ticket for travel on a particular flight (well, that's what we thought we did until QAN launched its ludicrous 'ghost flights' defence), we indeed are 'passengers'.

'Customers' has a remote, uncaring feel to it, implying we are being treated like cattle.