Yes but who knows about that? Flight got cancelled? Send me a text, email, whatever. They have all of my information. Text me a link. The reality is that they

Yes but who knows about that? Flight got cancelled? Send me a text, email, whatever. They have all of my information. Text me a link. The reality is that they don't do that because they'd lose money this way. It's best to underprovide so people who don't want to wait just go elsewhere. When covid hit last year I had to spend literally hours on the phone trying to cancel/rebook because Alitalia did not allow this online. The low-cost EasyJet instead *sent me an email* with a link to get a refund. It's easy. Nobody had to wait for disaster to hit to think of a solution. These are just (anti-user) choices that companies make to save money. Some users will still call, but much fewer.