Because they can.
That’s my conclusion after finishing the missing emails from April and May. America’s legacy airlines are awful because they can be awful, and because we let them.
The graph (above) comes directly from data provided by the authoritative American Customer Service Index. Don’t confuse it with one of those incomprehensible charts posted on an airline fanblog. This is the real deal — it’s the last decade of service scores.
“The real reason legacy airlines are awful”