The problem with poorly designed websites might not be incompetent user-experience and graphic designers, but a stifling corporate culture.
In his letter, he spoke of the dissatisfying experience he had booking a flight on the AA website. He wrote:
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How did this happen? If I was running a company with the distinction and history of American Airlines, I would be embarrassed — no ashamed — to have a website with a customer experience as terrible as the one you have now.