I actually agree with him. The service and care on the actual flight I do find amazing. However, their customer service, call centers and anything before or after the flight is absolutely terrible. Unreachable via phone and no response via WhatsApp, email or online help. For that reason I avoid them whenever possible.
+1
I've flown in J across most airlines, and to me LY has by far the best in-flight service across any western airlines. And that was already the case way before i became TP with them.
As i already wrote, i was at a TP meeting with management a few weeks ago. Most travelers had a million complaints about LY (delays, lack of good connecting network, mehadrin food, you name it). The only thing everyone agreed is that the service that TP get are unmatched by any other airlines (some folks in the room were also GS, HON etc).
They have a lot to improve, but IMHO service to elites and J isn't one of them