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I got the same thing. They'll have to make some pretty big changes to get out of the proverbial dog house.
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Same here. I've listened to their CEO's lip service for decades while their real service has gotten progressively worse.
Although they're the dominant airline at my home airport (IAD) we've been taking American and others a lot more often. Too many unexplained delays, seat assignments that mean nothing, grouchy crews that disappear once the (frequently bad) food is served, and international service that lags behind virtually every other airline when it comes to soft and hard product.
AA does a much better job esp. on food. You can pick your meals out before you get on board, they use the FEBO system for serving, (from the front on even numbered flights, back on odd) instead going to every FF member based on their miles leaving you without a choice even if you paid to sit up front. (nice way to make a passenger feel second rate by asking the guy next to you what they want to eat and ignoring you).
The last time we took UAL intl was to Tokyo about a year ago. They had no soy sauce (in first class, on a flight to Tokyo???) and sushi that looked like it came from Sam's Club. The crew could have cared less.
Our return, on ANA, blew them away in EVERY area, from seat to service to food to entertainment. And no, ANA does not employ slave labor (as someone here once alluded of Emirates).