"What CX was" (from the customer's perspective):
- great all over traveling experience
- leader in product and service (most importantly inflight)
- charming Asian crews providing extraordinary service
What CX is today:
- average traveling experience (compared to competition) with extraordinary delays (more on KA than CX though)
- following trends that other airlines set (by the time they are implemented in CX/ KA, the competition has come up with ever improving products and services)
- Mainly Hong Kong Chinese crew doing efficient jobs
- obvious unhappy front line employees (mainly due to noon appreciation by management; re: salary cuts etc).
- the industry's laughing stock due to the terrible errors in fuel and currency hedging by management, creating unbelievable losses that employees and customers are now paying for
- run by Swire Group inbreds (look at the CV's of ALL members of management; they have never been anywhere else than in Swire/ CX)
What CX will be in future (if no new outside blood is brought into management):