It is the same answer over and over again for "why does AC suck at bags/OTP/website/phone/..." - because a) they obviously don't think they spend the money to not suck and figure they can leave a long trail of pissed off people as long as the planes are still full and b) they have no operational culture whatsoever - the number of employees I interact with who could obviously could not give two ....s about whatever the problem du jour is ... is a reflection of a company that simply does not care about these things.

No money to fix problems and a IDGAF culture about fixing the things that don't cost money and here you are.