That's a really thought provoking article.
And my thinking is this highlights the importance of government consumer protection agency/laws as the protection against that. I.e. when you fly through Europe or use European airlines, there is this EU law that gives you compensation of ~ 600 EUR if your flight is delayed by more than 3 hours or cancelled or whatever. This is a good insurance that no matter what BS is thrown at you at the airport by the company, you will get your compensation. And the process of getting the money is reasonably straightforward. What that gives is a way of avoiding any kind of airline systems, and just leads to the compensation. Also I hope that serves as an actual motivation for the airline to perform reasonably well, because otherwise they'll pay too much in fines. I think we really need this kind of protection laws in order to avoid the situation of chatbot-wall shielding companies from customers.
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