One could also say that large successful organisations are often formed based on collective passion and customer understanding. At some point - flushed with success - everyone with either of the above has been successfully driven out in favour of spreadsheet modellers, bonus maximisers and share price worshipers.
Neither of the last two can see the mountains ahead - be they technology, competitors or changing customer needs, but for years it doesn't seem to matter and last years business model is rolled out again 'wrung a little tighter'. By now no one actually understands the business (aka the passengers who pay)
The final phase usually involves a 'heroic' reduction in service scope and level, cuts to long-term planning and investment and/or downsizing/sell-offs to keep the executive pay and bonuses coming one more year . .
Then a $10m bonus for selling the remains of the mess they made off elsewhere