What I've heard from my constituents is that people feel like they get the runaround. They can't resolve a complaint. They've been treated unfairly, and they can't get compensation for the headaches that they've experienced while travelling. It's really very frustrating for them. It sounds to me like there are improvements on multiple fronts that will incentivize not only quicker resolution but, hopefully, compensation for those passengers whose experience was bad, for whatever reason.
I don't blame airlines for all of the complications in all cases. Sometimes it's for safety or other reasons. It is challenging for them to actually get compensation in a timely manner.