Customer Disservice (or, “How to Break a Process”) 3

Customer Disservice (or,
Have you ever gotten really crappy service from a broken process? My wife and I recently completed a trip from Richmond, Virginia to Reno, Nevada (through Dallas/Fort Worth) on an airline I won’t mention (although I’ll say that it is the most patriotic of airlines if you happen to be American).  Their passenger check-in process ...