The customer sees mostly 2 things; the crew and the aircraft.
That's where management should focus on. Looks like the aircraft situation will be taken care of though I really dread my upcoming flight in J YVR-ICN on Tuesday on an old 767, and with flight attendants it can be a hit or miss.
Mostly my experience with AC flight crew has been good. When they are good they are really good but it sometimes sadly also works the other way around.
On recent flight from YVR-YLW on a DASH 8 we had a wonderful flightattendant, she made her own personal announcements and went beyond the call of duty to please everybody, flight was completly full.
On the return we had a very good looking middle aged lady, my father and I commented to each other how much effort she made to look good, everything was perfect but we couldn't get even one smile out of her, no announcements from her, very grumpy attitude, I hope it was her just having a bad day.
When we exited the airplane we determined to get at least a smile out of her when we left, said thank you for the service etc. but nothing. Walking through the terminal we felt sorry for her.
I find that the flight attendants are very inconsistent and wish that could be changed. Even if all hell breaks loose like bad weather etc. what can make the day is someone who cares and goes the extra mile even if the situation can't be resolved on the spot as sometimes things in life are beyond our control.
I look forward to a better AC as aircraft are being replaced and refurbished and hopefull with all that crews will have more joy and pride in their working environment.