[Guvante]

> I don't think the customer should be required to be an engineer before noting that something is wrong, nor the company should be able to use its own deficiencies as an excuse about why they won't solve it.

I think you misunderstood his point. He was calling out "why would you wait for a fare increase to do that" as being naive, not "this is a problem that needs to be fixed".

Nothing wrong with calling out the problem as needing to be fixed, just saying that making two changes at once is vastly superior to trying to make two sets of changes in these situations.