Everything you say makes sense as well. Your point is well taken.

I agree that many of their long-time flyers don't like some of the changes, and don't like some of the changes to the workforce. No doubt that has also led to complaints.

There is probably a change in attitude among the frequent flyers - and perhaps things they might have let slide in years past now merit a letter to the FAA. They might not like the way things are going, and they are more likely to write that letter when there's a problem.

That said, it's the war stories that merit the worst complaints. And an airline that doesn't interline and flies only four days a week to city X is going to create a lot of war stories the one time it cancels a flight. That one cancelled flight, if there's someone in the waiting area who wants to raise hell, can conceivably lead to 20 or 30 letters to the FAA.

All it takes is someone with internet access in the waiting area who starts giving out the FAA contact to other passengers. That can skew the devil out of things.