Inspired by today's travel problems, I wrote something about why corporate customer service systems fail during crisis events.
I like the formatting over at post.news (much as I dislike the ownership), so you can read the piece there:
https://post.news/article/2JLN7sXUcrlRe2HmLSdcjBzZ5LA
I'll also "serialize" it here, below.
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@ct_bergstrom This seems like yet another example of regulatory failure. The FAA/DOT could issue minimum customer service regulations that would prevent this kind of bad behavior (like the tarmac wait rules), but, unfortunately, regulatory capture make this unlikely.
