[lacy_tinpot]

I think people clicking through websites will be viewed the same as people going to the library and reading through books to research.

You just get the information you need way quicker.

Recently I had to make changes to cancel my flight. Luckily the website had an agent and I used it to cancel my flight. Didn't have to wait for an email/chat or worse call.

I even rescheduled my flight using the same website agent.

It's just way more convenient.

[prmoustache]

I'd tend to say that it is probably because they haven't yet crippled their AI bot with the same dark patterns (trying to make you select insurance, paid selection of seats, additional luggages, rented car at the airport) as they do on the website.

Airlines websites could be so much simpler and quick to use if they weren't designed to be full of traps.

Don't expect that edge to persist indefinitely, they are in the adoption phase.

[lacy_tinpot]

It becomes a problem when individual users are driving these agents for them, locally through computer use.