Originally Posted by Andrius
Seriously - I find the rationalization of incompetence ("the passenger does not know the whole story", "there is more than meets the eye") and the suggestion that shiny and efficient airports are somehow probably unsafe very much similar to the rhetoric used by incompetent monopolies worldwide. No doubt prior to privatization BT would explain to you that two months wait for a phone line was "only part of the story" and "not a genuine measure of customer service".
Absolutely ^^^^^....what you have termed the 'rationalisation of incompetence' entirely sums up the experience of dealing with public sector bodies in the UK. There is far too much focus on means rather than ends, and it is the ends that provide the reason for existence.