Ever since their CEO left a few years back they've been on a very steady plunge to mediocracy. Twice I've flown with car seats in the last 2 years and at all 4 check-ins the baggage attendants had different rules and needed to be corrected by others.
For what used to be a forward thinking company, they're use of social media is incredibly poor. If this was 5 years ago they would have been the absolute best, but now it's just brutal. They only respond to positive feedback and ignore negative. It's mind-blowing how they've blown such a good reputation.
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