I go back to the Allegheny days and US had a few peaks and valleys when it came to service, and much of it could be tied back to how the employees were being treated by management. From a pure service perspective, US started to decline post 9/11, as did many other airlines. However they kept pace with what the other airlines did, and in some respects still performed better.

Then enter America West......and that's when they turned this airline into the crap that it is today. Doug and his flunkies destroyed what was left of USAir.

Now I know some of the koolaide drinkers may flame me for this, but I don't care. As a former paying very frequent customer, that's how I see it.