I think the point is, it doesn't have to be this way. The fact that it is is due largely to those in charge, that have the power to change things, being willing to leave them as is.

[Please read no further if comparisons with Apple annoy you :) ]

This is the public face of AA, and it's crap. No one disputes that, and yet it's still the same. Could you imagine Steve Jobs as CEO of AA seeing this site and taking the excuses given? Can you see him taking "We're fixing it over the next 18 months" as an answer?

[Edit: I think I'll market a new bracelet "WWSJD"]