The thing no one mentions is that this is an inevitable side-effect of scale. It's hard enough to do good customer service in small brick and mortar stores whe

The thing no one mentions is that this is an inevitable side-effect of scale. It's hard enough to do good customer service in small brick and mortar stores where your ratio of employees to customers is high. When you scale up a business to the size of an airline, good customer service is a glaring cost and an easy thing to ditch in competition. Economies of scale give us better prices but it happens are the expense of customer service. We learn to lower our expectations.