Originally Posted by
bocastephen
That's the main issue - they just don't care. Kirby's form of management is textbook "don't sweat the small stuff" - meaning let the product go to crap, and who cares when people are still buying tickets. The total polar opposite approach of most global carriers, like BR, NH, JL, SQ, EK etc - yet he has the deranged audacity to claim that United is the best airline in the world.
You mistakenly believe that Kirby looks at UA’s product from a customer facing aspect. He focuses his efforts on making UA the best airline in the world for shareholders.