they don’t even care to get customer feedback and obsessively focus on improving their customer service.

I had a Delta agent screw up my son’s flight home two summers ago, and as a result he missed our family reunion that we had put a ton of work into.

At that point I just accepted that they don’t care much about their customers. From the super long phone waits, to the long lines at the airport, to the crappy airplane food, to the screwed up reservations, to the seats with no legroom, to the decreasing miles program benefits, to losing luggage, to the too-short connection times, to the ridiculous prices, etc. I’m just done expecting them to care about their customers. They don’t.