But I think before Steve complained about that, we were still pretty lackadaisical about
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Shortly after Fisher’s editor’s note was published, Edwards, one of the report’s two bylined authors, took to Bluesky to take “full responsibility” for the inclusion of the fabricated quotes.
From a psychological perspective, this is predictable. Travelers conditioned by digital systems interpret disruptions not as isolated failures, but as failures of system design. The resulting behaviors (frequent plan changes, self-service rebooking, and expectation of automated recovery) place additional pressure on monolithic reservation architectures, sequential workflows, and exception-driven processes.
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