Agree, Booking is also a hit and miss - like if it works you've got a cheaper deal, if it doesn't you're screwed as they won't move a finger. Same with Meta or Google, apparently everything once it gets big it drops any pretense of caring for their customers (peasants). Is there maybe some law for a golden age in life of a platform, when they're growing yet still small, so they still try to do things right?
They just create cool product. Gain some momentum, user base via mentioned innovation and overall hype based on "everyone's problem solved" and after it is acquired they just focus purely on profit and push enshittification forward.
When your company is small you have few customers and your structure is simple, so you hire one assistant to handle all customer support and that assistant has enough time to process each request with attention, and she has enough knowledge and authority to solve non-trivial problems in creative ways.
When your company gets big, the amount and complexity of customer support needed scales disproportionately, and it stops being possible to process each customer in a meaningful way, so the whole thing becomes a game of leaving the least number of customers dissatisfied.
"Enshittification, also known as crapification and platform decay, is a pattern in which online products and services decline in quality. Initially, vendors create high-quality offerings to attract users, then they degrade those offerings to better serve business customers, and finally degrade their services to users and business customers to maximize profits for shareholders"
