The execs and marketing dept are too busy making ads and slogans that push their 'Premium' product and spending time on gutting the loyalty program (and having to walk it back after the revolt), instead of making sure the operational foundation is solid. They've been focused on patting themselves on the back about how awesome and 'Premium' and riding on what was previously built while its crumbling from within.

Makes me think of seeing those 'On Time Machine' posters that used to be in the jetways. Long gone are the reality of those. Just because DL execs and the marketing department says they are 'Premium' doesn't mean they are. And it really doesn't matter what kind of lounges, seats, wifi they have if they don't get you there.