How Technology Has Failed to Improve Your Airline Experience - brilliant summary

“Everything about United Flight 3411 — overselling, underpaying for seats when they are oversold, a cultish refusal to offer immediate contrition, an overall attitude that brutish capitalism is the best that nonelite customers can expect from this fallen world — is baked into the airline industry’s business model. And that business model has been accelerated by tech.

Travel search engines rank airlines based on price rather than friendliness or quality of service. Online check-in, airport kiosks and apps allow airlines to serve customers with fewer and fewer workers. What we are witnessing is the basest, ugliest form of tech-abetted, bottom-seeking capitalism — one concerned with prices and profits above all else, with little regard for quality of service, for friendliness, or even for the dignity of customers.”

How Technology Has Failed to Improve Your Airline Experience
https://www.nytimes.com/2017/04/12/technology/how-technology-has-failed-to-improve-your-airline-experience.html?nytmobile=0
via Instapaper