I agree with all the above. But there is some truth to that article. We still have problems that lead to poor customer service. Customer service is not just the interaction between employees and customer but also actually delivering the product. Getting the people to their destination with their belongings, and on time. Are we doing that as well as other airlines?

Just look at this MX nightmare that we have been through this last few years. For example LAS. When we decided to increase LAS flying, our management charged in without MX people or infrastructure on the ground. Raise your hand if you had a long delay out of LAS in 2011! Before that, when they moved MX from DTW to FLL they once again got caught with their pants down when a lot of the senior MX personnel walked out on them. Ever since MOC has been a nightmare. Dispatching with the wrong MEL? Raise your hand if you filed an ASAP related to MX in the past two years! Then this seat NEF debacle. Raise you hand if you had a plane with more than 24 NEFs! You know when you need an email because it does not fit on the release. How about doing heavy checks in SJO? Hola? Rats like elac cables as it turns out. It seems management never runs out of bad ideas when it comes to MX. Too bad MX directly effects customer experience.

I have never seen this many MX delays at NK ever before. It seems they are getting it under control lately, but it is still a work in progress and the past years were horrible. Tons of delays! Combine that with the lack of frequencies and the lack of spare airplanes.

MX cancelation/delay leads to missed connections. Missed connection means missed my cruise ship in FLL, or my only flight to Bogota. Most routes we fly, we fly once a day only.

And finally, back to those seats one more time. We advertise "clean airplanes". Did we live up to that before they had this seat maintenance program? Are our planes clean? 321 anyone? Those nasty gray seats?

Yeah we have issues... and we have the crowd that wants is for free too plus they have never flown before.

Then you get an article like the Onion.

Lately it seems we have made improvements in MX. We also got spare planes. This year we will be increasing frequencies to many of the destinations. Management has announced they will try to improve customer experience. We will see I guess.