This all seems extremely unfair.
Maybe it is the case that passengers are poorly educated as to the expectations of the airline.
I am terrified of catching trams in Melbourne because I just don't know or understand the system. I know I can research how to catch them however my need for trams is infrequent so there is a good chance I would not know the process as locals do.
That must make me clueless and lacking in intelligence.
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