It does seem likely that the much-repeated mantra of 'we simply do it better' is about to be forgotten. It needs to be: multiple experiences of the quality of service having gone for a row, compounded by seriously disengaged and indifferent staff, on ground and in the air.
Attitudes have to change, starting at the top. It's now becoming slightly embarrassing to admit to working here - every punter you speak to now has a tale of woe: not like 10-15 years ago, when nothing but good was heard.