Airlines and hotel disservices

Robert Reich describes being squeezed between the contemptuous service of United Airlines and the contemptuous service of Hilton Hotels.

That is no coincidence. this is the natural result of the use of lots of computers that impose unpredictable decisions and complex rules and shaft the customer for any failure to satisfy them.

I think this is natural, though not self-evidence, consequence of digitalization — which means we should oppose it on general principles.