There's a big difference between being annoyed about losing tea and bun priviledges compared to getting called at 3 in the morning (waking up wife and kids) because they haven't got enough crew to cover the routes they have now. (On a regular basis.)
Emerald management need to sharpen up quickly or the 20 year run of being in the black may come to a crashing end and that won't be good for anybody. Management, crews or customers.