Quite a shocking link if you ask me.
But also a bit out of proportion too. Airlines, like all companies, are built on people (employees) and thus people's behaviour. This is not always consistent of course. It just takes an unruly few to ruin a company's reputation. Sadly, I add. The comments on making money, well, which company isn't trying that? I guess that's a basic necessity to keeping a company out of the red. If you have a competitive advantage of course you will ask a premium. Basic micro economics.