The world best airline? I donīt think so.
Service straight from the heart? I donīt think so
The service degraded really steeply during the last years. But what do you expect. If you treat staff that bad they will get unmotivated and that will be reflected in the service.
What do you expect of good management? They shpuld not only manage the airline to make a lot of profit but also "manage" the staff to keep motivated and that staff see some importance to the work they do. Unfortunately management here only see making profits in cutting costs. Is that very difficult? No? Probably a firstgrader can achive that. Itīs not that difficult to cut costs. Difficult is to motivate staff that they feel part of a group (btw how many groups do we have in cx, A scale, B scale, local,...?) and are motivated to represent "our" airline.
I worked for a couple of airlines before and I flew with many airlines as a passenger before and I can say I never saw such unmotivated crew and service that bad. For me itīs impossible to understand how they achive this "airline of the year" award.
And Iīm not the only one who thinks that.