Out of Touch
Customer surveys indicate it is people like Midnight 63 who are out of touch.
The reality is you need happy motivated staff who are well resourced to make positive things happen.
QF staff are neither motivated or well resourced.
As has been said they are a soft easy target.
Managers are responsible for the behaviour/performance of their workforce.
Not the other way around.
QF is definitely Animal Farm.
Animal Air certainly has a nice appropriate ring to it