Exactly
I actually tracked their management team down a few years ago (which is out of the country FYI )for an explanation from the higher ups.
At the time they blamed it on a server problem and tens of thousands of emails bringing down their systems.
I can't imagine setting up a company without customer service

Yet that is exactly what American and AOL also did years ago when they launched their now ill fated partnership for online shopping.
They assume their sites and partnerships can run themselves
It was astonishing to see two giants assume that the sites and verbiage contained on them alone would handle customer service.

I think it was Flyertalker who asked the legendary question years ago here in the community and I quote
"What is the difference between Executives and laboratory rats"?
The answer:The rats learn from their mistakes