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It’s the internet. People will be dicks to others for no other reason than that they can.
And I really hope you aren’t referring to “me” when you say “you”. I’ve always voted with my wallet and for the most part, I try to be reasonable in my critique.
But this industry works like any other. And when a bad decisions made, the groundfloor workers are always the first to feel it. That’s just the sad truth.
It’s not good, no. More accountability at the top would be preferrable, I’d imagine.
You also have to take into account that many customers haven’t felt treated very nicely over quite a long time now. There’s definitely some pent-up feelings getting released as a result of people finally achieving functional boycotts.