Did you read the article?
Did you see a point in what was written? Collecting stories about customers who are wronged, but not really giving people any solutions (unless you happen to be a times journalist or can spend hours with customer service/get lucky by booking amexgbt).
My hope is this is testing the waters for if it's worth it for The Times to do a large investigative piece on airlines that will shellshock some people somewhere maybe and make flying better for more people, but idk.