Originally Posted by Aquaticus

I see a lot of naivety in the question itself. You are believing the news media and social media for a reading on the quality of a product. Neither is a good or true source of data. Media is currently being made to sell ads and the catchier or more absurd the better. It has become pure entertainment with little basis in reality. Our product has actually gotten a lot better with a much smoother operation, less cancellations, and more diversified offering at the lower and upper end of the spectrum.

We transport 3+ million people every week to more than 60 countries and are part of an alliance that serves 98% of all countries. Our product isn't fine dining and white glove service but it isn't the worst by far. It is reliably middle of the road and indistinguishable from other legacies offerings. If you are going to believe the midwestern soccer mom on twitter who "had the worst experience ever" because she booked a 30 min connection in IAD out of a different terminal to the last flight of the night to Frankfurt... context matters. Or the person who booked economy between ORD-SEA and was offended we didn't give him the open economy plus seat for free? The airline will always be the bad guy and the media will always report on every "travesty" because it catches your attention.

Our product has issues but it is a complex operation on a scale that isn't easy to comprehend especially if you already have media bias to hate that company. Ask anyone to tell you the Dr. Dao story in its entirety... they can't. How many times was he on/off/on/off the airplane before the film started? If you can't answer that question then maybe you don't actually know what happened. Load factors continue to creep up and the average consumer just wants a "cheap flight" even if they pay ancillary costs that add up to more. Is our product getting worse or is the industry standard giving the consumer what they want?