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Nobody Likes Them, They Don't Care
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Wanna know why airlines think they can mistreat you and get away with it? Because they can. And there's proof: A study by the University of Nevada, Reno found no correlation between customer satisfaction and airlines' financial performance. If the amount of money they make isn't dependent on how they treat you, why should they bother treating you well? Yes, there are answers to that, but corporations don't care; it's cheaper this way. You'll complain, then you'll fly them anyway, because what choice do you have? There's limited competition, a limited number of available gates, and, well, you get the picture. (Christopher Elliott via Forbes.com)
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