The airlines get a lot of grief from customers, some of it deserved. Think back to your last business trip.
Chances are, it was marked by long lines, delays, confusion and frustration.
Now think about what a great opportunity the airlines have to use the Internet to smooth out many of these chronic customer service problems. You'd think the airlines would be there by now. Unfortunately, in most cases, the airlines have so far failed to tap the potential of the Web to make customers' lives easier. Several reasons, experts say. The complexity and expense of integrating legacy systems and data with the Web is one.