Honestly, these airline polls are very subjective and may only reflect a small minority of passengers and their unfortunate experience. Delays? Mostly caused by weather and the ATC domino effect, then mechanical issues...none of which are controllable by anyone. Long lines? Say hello to your fellow passengers....many of whom have absolutely no respect for anyone or anything. Sure, there are times when an airline totally drops the ball, but there are a huge amount of variables at play behind the scenes...
We all want to do a good job, and make people happy. Happy people are much better to be around!