I'm not surprised at all. You can tell very quickly how much a customer is worth after he has paid. And airlines are a supreme example: starting right after the booking you just get barely information about the flight. On the airport you can get your bags yourself into the system, wait yourself in the line for security checks. After that you're allowed to buy the most expensive aqua because now you're in the middle of the water monopol. You wait for boarding without any comfort, stuff yourself into a small seat any hope you will take off. During the flight you get harassed by shopping offers and crying babies. You land, wait to get off the plane, walk yourself though the last checkpoint of no return, wait yourself for your bags you get yourself into the system in the first place and then your in either on a very hot or super cold street waiting for an expensive taxi or train. You count nothing after paying the ticket.