Leo claims that customer service ranking has slipped. Flyer Talk would have expressed long ago the unhappiness with customer service(flight attendants)is that was really true. Most of the complaints have not been with the crews it's our management. Seems like another smoke screen to me. I wonder why Russell did not mention the fact that the employees pensions are underfunded by 4.9 billion and our management is overfunded by 45 million. Russell also said that they (Leo) decided to not take the other 20 million. That is not true, they have postponed that till next year but of course that is not what they said.. SPIN and a slap in the face to the loyal pax and employees