“These metrics are important, but driving towards them can sometimes create suboptimal outcomes for customers,” he said. “For example, obsessing about D0 in many instances leaves connecting customers behind.”

What could go wrong with a system designed to misconnect a portion of your pax? anyone that studies task optimization knows D0 was designed to misconnect a certain percentage of passengers and that was previously deemed an acceptable, in fact desirable outcome. Now in a more competitive environment it's not. simple as that, they want their customers back and don't want the costs of recommendation lol.