I think the PHL attitude is the issue and I dont think it is fixable. I think the mistake was having a hub at that place. I just dont see the people there caring. Too many times to remember I have been essentially abandoned there through someone simply not doing something to prevent it. The last time was when I was one of a lot of people coming in very late (about 90 minutes) from Paris. They knew we were coming for what 8 hours, they knew everyone would be late for their connections and they did nothing substantial to help people. They had two people with clipboards waiting after customs to tell people they would miss their connections. They could have had a few carts to take people to their gates. It would have saved money since they wouldnt have to deal with all the misconnects. But no, they did nothing and that is so typical of US in PHL. They had about 8 hours to say we have however many hundred people coming in late, this many are sure misses, this many we need to have carts for, this many we will be okay with and so forth. But no one in charge expected that would be done and saw that it happened. Thats how you win customers, not by ignoring them after you get their money.