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People on the radio just now moaning that they're being flown back to the UK on a replacement flight, on time, same day, for free, but they're having to catch a coach home (paid for, aka Free) from a different airport to the one they were supposed to land at. People. Seriously.

To a degree, you're right. There will always be the lazy and/or computer illiterate who need their hands holding, plus the elderly who are simply used to doing it this way but that market has shrunk beyond measure as these people have drifted off (to the great holiday resort in the sky) and/or...