I think this perfectly illustrates the different business models between these companies. On the one hand, a company with billions of users where no money chang

I think this perfectly illustrates the different business models between these companies. On the one hand, a company with billions of users where no money changes hands and each interaction is worth maybe $0.01 in advertising, and on the other hand a service for which you are paying hundreds or maybe thousands of dollars each time. Don’t forget that just last year we were watching videos of innocent passengers being violently dragged off planes that they paid to be on. Despite some feel good anecdotes, airlines are by no means a bastion of customer service nirvana. Airlines hold 2 of the top 20 spots among the “Most Hated Companies” in the US. Good customer service, even when your ASP is tens of thousands of dollars per customer, is probably the single hardest thing for most companies. Whether it’s Airlines, Search Engines, Phone/Computer Manufacturers, Car companies, etc., we’ve seen basically every otherwise beloved brand fall on their face when it comes to customer service at scale. (And that’s when we’re not discovering their products are faulty, dangerous, secretly crippled over time, spying on us, exploiting our personal data,...) Of course there are weird process gaps. Here we are seeing an account being flagged for incarceration, possibly because the account is actually being attacked by someone submitting fraudulent requests in an attempt to get it closed. I don’t have a Facebook account and I don’t want one. But if that isn’t a weird process gap I don’t know what is.