Last night my mom needed to buy a ticket for my 17-year-old brother to fly from Minneapolis back to San Francisco where they live. I was on the phone with her twice, walking her through the United Airlines website for over 20 minutes each time. This is unacceptable. My mother, who is 55, isn’t very computer savvy but she does own a computer with an Internet connection, has taken programming classes, has done online dating, and has even managed to book a ticket on Orbitz once… maybe twice.
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