You've got to give them credit. Apart from the odd disgruntled employe here and there, never have I witnessed a company so detested by it's own staff. The level of schadenfreude among frontline staff whenever CX takes a beating is astonishing at best, and points to a much deeper problem within the company. There's the odd loyalist among us for sure, but they've either got their own skeletons in the closet or their silver coins cashed.
Take a great brand with a solid reputation and proud employees and then, in the quest for short term profit and individual bonuses, turn your entire front line staff against you. I can only imagine what a truly great airline this could have become if it's own staff didn't detest it so passionately.
It takes a lifetime to build. And a moment to destroy. What a fu$#ing tragedy psycopathic bricklayers have caused.