Sadly, the European airline market has become all about cutting to the bone and find the balance where you maybe pi$$ of the customer just a tad less than the competitors, so that they might be back. But it is certainly not about spending money to avoid annoying the customer via the customer service functions. Looking at companies like Ryanair and Wizz Air, people keep coming back despite the horror stories. In the end, the market is about price, and if the customers can save a euro they are happier, and therefor accept the complete shambles European airlines are becoming.