Record profits, terrible service: something’s got to give for US consumers

As companies consolidate and gain more market power, US consumers are increasingly facing higher prices for subpar services. The case of Marie Duggan, who was charged $1,200 to change a flight, highlights how exorbitant fees and poor service are driving people to seek alternative, often less convenient, options. This trend underscores a significant issue: as businesses prioritize profits over customer experience, it could lead to broader dissatisfaction and a shift in consumer behavior, impacting the overall market dynamics.