Yes, I’m sure they know but I’m almost as sure they don’t care. They would perhaps say LCC are also crap but amazingly everyone keeps
buying tickets on them. Domestic service on the US big 3 may be slightly better than the terrible level it used to be at, but really only slightly better, and still those transcon and hub/spoke flights have high load factors. CS might say this is due to good consolidation in the States in recent years- less competition, closer to monopoly. This forum is perhaps an exception- most travellers don’t take into account whether DL has easier mileage redemption than AA, or whether the ice cream is nicer on UA or not. Decisions are made on price, not perks.

I simply don’t have the insight to know whether that hard-line approach is right or not. It’s certainly disappointing. Pax are left on the side of the road, expecting the old F/HON style and service- pledged by the man at the top 10 years ago- even though it isn’t really there any more. They are buying an empty shell. I had a quick look at the BA GGL threads- OP seem so much happier there! Maybe they’re just happier people(!) but maybe there’s also a reason.