I get regular surveys from LH and LX on how they could perform better services. I without exception tell them that they really need their act together regarding their online experience. They are really behind and this becomes more and more of a problem. If I decide not to fly them occasionally it is really because their online tools are soo much hassle.
Issue here is that I am pretty sure that their own management does not need to use these tools, they will just have someone do it for them.
And the online team will just report that they implemented this or that new feature without telling them how badly it is implemented and how buggy everything is...