Originally Posted by airoli

That is nonsense.

OP, Swiss has revealed itself during the Covid-19 crisis as being unable to handle a large amount of ticket changes in a smooth way, notably because way too much of this work is still done manually. If I were to speculate on the reasons, I'd point to years of underinvestment in replacing legacy technology (unlike DL, which has spent billions on this) combined with outsourcing call center and backoffice jobs to cheap off-shore locations. There, training is poor and staff turnover is high.

Of course, none of the above constitutes a valid excuse for the way LX treats their customers.