This is very good to hear. It is so important for UA to stand for something in the marketplace and, at the moment, it stands for poor service (whether justified or not). From reading the OP, it does appear that senior management recognizes that UA cannot compete in WN's market and that they have identified a market where UA can compete - one of a good, solid product with good service delivery.
Who knows? If he delivers on these matters, FT may be reduced to posts from people outraged that their pre-take off drink was only half full and that they demand their money for the whole flight back to recompense.
