I wrote a physical letter to Air India complaining about their extrortion when I tried to restore a booking which they had altered abck to the original flights.
I got an email in response saying I had to submit my complaint online. I tried several times never succeeding. Each time the site crashed out and I was required to start inputting all the information again.
Using IT in this way to deter complaints is beyond the pale. (Sadly this approach is being adopted by more and more organisations.)
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