So the check-in agents were unprofessional and unhelpful until one of them "warmed up", the rather lavish fresh food spread in the Envoy lounge has been replaced with pre-packed cheese and crackers, and the flight attendants ranged between "unpolished" and "truly awful"? I'm glad you enjoyed your flight, but the descriptor "unsurpassed soft product excellence" isn't exactly corroborated by your narrative.