I think this is a key point. No one's going to allege that they're airline nirvana or anything close to it, but they're much better off than they were a few years ago. But old perceptions, and habits, die hard.

Regarding some of the other comments in this thread ... Keep in mind that they serve very different constituencies. The leisure traveler heading to Disney wants the cheapest ticket, business travelers like many of us want many more amenities because we invest much more time on the planes and have a need to maintain productivity.

As to changing those perceptions, they seem to do very little advertising that aims to change it, or even much advertising in general. Better social media presence would help, but would be an arguably small component of that. But it might be a good testbed for messaging before it goes to a larger audience.

For better or worse, US management has made a decision that the opportunity cost of not having some of the amenities of their competitors either isn't hurting them enough to catch up or there isn't an ROI there. Some of their comments around the cost of wireless on the A321 fleet bear this out. In the case of the improvements to Envoy being rolled out, they do seem willing to invest where there is money - international business class - on the A330s at least.

Now, we can argue that they should be more proactive and industry-leading; others will argue that it's more important that they run a fiscally sound operation for a while before they try anything bold.