Cx is relying on the inertia of their legacy past..hype has a sell by date and its getting close to expiry. Ticket costs are higher than anyone else out there but service delivery is probably the lowest..why..?..mostly down to a "don't care culture"..a trickle down that has gathered momentum, from the top to the waterfall at the bottom. management don't care since they are bonus driven and the front line staff don't care..consequently, the service depends on personalities who can push the extra mile..now very thin on the ground (or air), or a toxic system of penalties applied to cabin crew if they don't tick the right boxes. And the pilots…?..Contempt for the third floor has reached gargantuan levels…and that third floor rhetoric, bling antics and Brushwing theatre..well..enough said..Shep is correct..Legacy morph into LCC..no..sorry team..it won't and aint working...