Good article, but the bit about airline customers being only slightly less likely to use the airline they hate is hardly something you can blame on customers.
If the alternatives either don’t exist (e.g., United is the only feasible route between city A and City B), or they are both shitty (Delta is just as shitty as United, so the fact that United breaks guitars doesn’t mean I’m more likely to pick Delta), then poor customer service is just the cost of existing.
Same situation as price gouging, or Apple vs Google, Ford vs Chevy, or Samsung vs LG. Yeah, you have options, but none of them respect you. So you can not travel, not communicate, and not be entertained, or you can “voluntarily” participate in what society has become.
Good article, but the bit about airline customers being only slightly less likely to use the airline they hate is hardly something you can blame on customers.
If the alternatives either don’t exist (e.g., United is the only feasible route between city A and City B), or they are both shitty (Delta is just as shitty as United, so the fact that United breaks guitars doesn’t mean I’m more likely to pick Delta), then poor customer service is just the cost of existing.
Same situation as price gouging, or Apple vs Google, Ford vs Chevy, or Samsung vs LG. Yeah, you have options, but none of them respect you. So you can not travel, not communicate, and not be entertained, or you can “voluntarily” participate in what society has become.