Lack of Customer Focus..............
Industry sectors can be classified in many ways. One simple classification is "Producer" focus versus "Customer" focus.
Aviation, from its birth amongst the Civil Servants and Armed Forces in many countries, has always had a Producer focus. It is concerned about itself, rather than its customers. I moved in to Aviation from the Customer-focussed Service sector, and the changes in attitudes were a shock to me.
It was a mini-revolution in the Aviation sector when South West came along. They had a clear Customer focus. Virgin Atlantic tries to emulate them.
Like it or not, any sector that has a culture that allows phrases such as SLF to survive is a Producer focussed sector. Those that adopt fully a Consumer focus are far more likely to survive.
The mods and I do not agree about this. That's fine, as pprune has always tolerated different opinions.