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American Airlines Replaced Customer Service With QR Codes. Then Storms Hit Its D.C. Hub
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American Airlines Replaced Customer Service With QR Codes. Then Storms Hit Its D.C. Hub
American Airlines cut back customer service counters at Washington National and pushed disrupted passengers toward QR codes, apps, and phones. Then storms hit its D.C. hub, exposing how hard it is to get live help when flights cancel and everyone needs rebooking at once.
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