I see all that past outsourcing as the main reason for the loss of control of processes. Nobody cares for the final product sold (fast travel with baggage), only single purpose subcontractors are working in their limited niche each. It is correct that the service attitude needs to change to be more customer focused again. I see many business travellers have switched to trains or zoom conferences because the hassles of air travel just have become too much. This "climate" must change.