[PHXFlyer]

Originally Posted by jimworcs

PHX.. what are you suggesting here? Let's say all the things you say here about the reasons for the changes are true. Are you really suggesting that a customer should never complain? I can find no fault with this complaint. The customer had a previously good service, saw the service deteriorate and complains to the service provider. It is then up to the service provider to decide if they can accommodate that customer or risk losing the business. The complaint of an increase in the time taken from 2 mins to 50 mins is particularly relevant. AA may not realise their solution is not working if people did not complain.

The receipt of complaints is a key part of any businesses ability to continuously improve and develop their services. It is ludicrous for you to suggest that customers should not be doing so.

My point, Jim, was that the OP cited the declining economy as a reason for many changes in his own industry while being intolerant of another industry who made changes for the very same reasons. Another case of "can't see the forest for the trees."