I must confess, I am no SAS expert, but having just read Jan Carlzon's "Moments of Truth", I am genuinely curious to hear when SAS started to go downhill and why it went downhill. The formula seemed to work pretty well back in the 80s.

A quote I noted from the end of the book:

"The ultimate goal: by 1990 SAS will be the most efficient airline in Europe. We will have a competitive, world-wide network of routes. We will be market leaders in service, quality and safety. We will be able to compete profitably on all distances and with all sizes of planes. By then, we will have the financial strength we need to modernize our fleet."

Things seem a bit different now?