Definitely an enjoyable read - good for the holidays, provided you're not too squeamish about reading things like this when you may be flying. Having some experience of the airline industry, it certainly rings true to life.
The only thing I would pick up, and apologies for the pedantry here, is the claim that both the airport and airline have been "anonymized". I'm afraid that's only true in the loosest of senses - the geographical background is very much Heathrow, and some of the jargon used is rather British Airways specific. That failed artifice, for me, lost the book its 5th star.