One of the most basic rules in business is that you cannot be all things to all people and it is foolish to try. Yet that is exactly what Alex Cruz has said in company emails that he's attempting to do! The guy is clearly out of his depth and it's worrying that Walsh can't see it.
Losing the Skytrax Four Star Ranking surely HAS to be the wake up call, if not then I fear for the future of this company and feel that I may have joined a sinking ship.