These days I had big trouble to get a refund from an airline. I had their confirmation, via email, that the ticket would be reimbursed. But then, after some days, they alleged, absurdly, that I had flown the ticket and hence I wouldn't get the refund.

It turns out that they were mixing up that ticket with another one I bought, and I only managed to find that out after almost 1 month of trial and error talking with their staff, which pretty much resembled a chat-bot experience.

We put ourselves in a sort of quicksand. Technology's promises are tempting, but there are hidden costs. We didn't know that and now we're finding out what happens when complexity is not tamed. Lessons are being hopefully learned, but I'm afraid that what we currently see is just the beginning of the nightmare