Originally Posted by channa

Remember that they use a "good enough" mentality towards operations. Smisek himself said that anything above 80% on time results in diminishing returns (i.e., it's not worth spending any money to get above that point).

So they're not like FedEx where they really want to meet their goal or else they'll have to give you a refund. They're more like the Post Office, where it will get there, maybe in 2-3 days, maybe not, and you'll have to stand in line for half an hour to get anything done.