Originally Posted by
COMMONC3NTS
I also dont get waiting in line when you can call, use the app, the website, or one of the touch kiosks.
If I read the article correctly, he did call. He didn't like the answer he got on the phone so he waited in line for 12 hours but still got the same answer.
You're right, we've come a long way in the availability of 'self-help' through the app and kiosks. Works great for the frequent flyers who know the system. Many of the infrequent flyers are still lost, though. They line up and wait.