Hi,
There are many factors that can affect the airline image,
Mostly from the statistics I can see that your profit margine is negative for the last quarter, did you decrease salaries to cover up the loss? Did you remove/close routes?
-Staff threatening with strike can decrease image
-Negative revenue
-Major delays, cancellations,
-Unscheduled routes (if you have aircrafts where lease ran out and the route is not operated)