On a Jetblue flight last month out of Boston, we had megadelays. Yet the captain (Captain Dave!) kept us well-informed: he told us about the brake light that was coming on, he told us throughout the process what they were doing about it, and he apologized sincerely for the delay. Ultimately, we had to deplane and board another plane...but throughout the process, we knew what was going on, what to expect, and what the resolution was.
Too bad most companies as well as technological devices & software don't have the same ethics and behavior.
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