Oh I don’t think he did either. I think he finally got a new team in there that is saying, “dude….its a mess out there. You might want to actually take a look and see what your customers want.” He would have had plenty of time to implement it though before it came to enforcement of the law. I figured they would argue they are pretty close to the rules anyway. That chat feature though is nowhere near robust enough and the examples I've seen look like you're dealing with idiots on the other end. I doubt our call center will improve the quality of the responses. Shoot even face to face with a gate agent can be quite painful to watch.