This kind of communication is great, when the corporation is genuine in its own commitment to these goals. It falls flat on its face though, when it appears to employees as if management is kicking the can to them to fix the customer hostile culture that exists.

There's another thread about waiting to deboard for connecting passengers to deboard first. The message is the same there: We are running a horrible airline operationally, so would all you passengers help us fix the problem we have created for some of you?

It reminds me a road sign that says "slow down, rough road ahead" I get so pissed off, I'm being asked to alter my driving, I think to myself, why put up a sign instead of fixing the damn road?