I never quite understood individuals using their own experience as anecdotal evidence for how a company is performing in general. Sure every airline will have some issues at some point. People unlucky enough to be affected by those issues will understandably have a negative view based on their experience.
I think how the company responds in the long run to most of these issues is a more pertinent measuring stick of performance as well as how often these incidents occur compared to competitors.
Just my 2 cents worth...which is exactly how much AIR has gained today. Peace.