100% agree - the current format is very poorly thought out.
I for one would really appreciate an email with more than 1 PDF attachment, as follows:
1. Bare bones info i.e. flight details, booking ref., ticket number and e.g. luggage allowance. A single page if possible.
2. Supporting information - Ts&Cs etc.
3. Detailed fare information - fare basis, fare rules, fare breakdown (base fare, fees, charges...)
I can't see any downside to a honest company providing this...
Also, the above is a trivial technical change which would be a big plus for the customer.
I understand why Cruz is trying to drive out costs but it would be nice if he also set a team to find cheap ways of delighting the customer...