I've been loyal to Delta for the past 5 years and have maintained PM over that period. There has been good and bad. However, the past 6 weeks have been absolutely horrible; flight delays, cancellations, etc, poor customer service, luggage problems. It seems the general attitude is kinda meh.

If things don't pick up, I will seriously considering look at other airlines.

I've seem it before in other service industries, they get so big, they don't think they have to maintain customer service and we will use them just because. Not a good strategy in my opinion.