> They must've had bad experience with companies in the past?
Ever used a gym, airline, or subscribed to a newspaper? Many businesses are genuinely customer-hostile.
Ever used a gym, airline, or subscribed to a newspaper? Many businesses are genuinely customer-hostile.
Depending on your country / ticket, you have a 24 hour cooling off period, easy to call phone numbers, self serve web platforms and apps, very well documented processes and procedures.
Most of the worst airlines have some of these things, because if they didn't, they wouldn't be allowed to operate in certain regions (Canada/US, EU)
It's common enough that popular TV programs cover it
https://www.youtube.com/watch?v=oh8PFs0LTKc
Not sure about airlines though.