One of the most frustrating aspects of the lack of customer care in airlines is the lack of information. All the tools are available to communicate with customers about delays, problems, lost bags, etc....but the airlines instead create unwieldy systems that involve talking to people in India who have no authority to fix the problem. Screens with direct information from Operations, Apps and text messages are all available to assist communicate with customers, but instead you get employees who either lie or simply don't care enough to find out what you need to know. It is pathetic.
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