How does using a computer suddenly wash away any responsibility? Like if Air Canada's desk agents were all a separate company and they told the guy the wrong information isn't Air Canada still on the hook for training their sub-contractors?
At the end of the day humans make these screwups too (even in my own anecdotal experiences with dealing with airlines), and it doesn’t matter because there is no hook to be on in the first place. If they tell me x and come to find out the policy is actually y, I’m the one thats shit out of luck and should have done the due dilligence of thoroughly reading whatever legalese this is scrawled in. These ais are at least highlighting there are many segments of customer facing interactions where it just doesn’t affect the bottom line how poorly you treat these people. Flights especially are a captive audience, considering how airlines lord over their schedules and gate positions, where especially outside major airports there might not be any redundant options for you beyond one flight.
> If they tell me x and come to find out the policy is actually y, I’m the one thats shit out of luck and should have done the due dilligence of thoroughly reading whatever legalese this is scrawled in.
Why are you saying this as a comment to an article where literally the opposite thing happened?
