I find these stories very disturbing because of the frequency and general credibility of a now regular account of travel experiences of a once great airline. They have forgotten or don't care about the experiences of their customers (even premium ones) because the ordained few know better than everyone else about a race to the bottom. The grim reaper is heading their way and frankly the management have earned what they have sown over many years, while they take ever increasing bonuses and pay rises.
A fish rots from the top and sadly that is what is happening here because they dont know how to run a business to meet customer needs and expectations to a reasonable level.
Sadly spin no longer cuts it while they master the art of lobbying and deny the existence of customers.