Nope - it's a business with a profit motive. Good customer service impacts that. And the way of the world, at the moment and in the future, is non-smoking. They're leading the way in making a change that for the short term might hurt but may actually increase that bottom line. If only 15% of adults in the US smoke and if 15% more non smokers book because of the new policy then they will reap a reward. My guess is that the smoking issue might be a number one complaint among passengers coupled with the possible insurance requirement.