I blame the lines on Islam, for the way greater part.
The difference between a government agency and a private business.
About a year ago, I purchased a carry-on from L.L.Bean. It arrived right on time, but I noticed the zipper on the luggage was balky. I called up L.L.Bean, and I don't think the phone even rang once before an operator picked up. I explained the situation and they offered to ship out a replacement immediately. The operator said a free return label would be included so I could send them back the defective item. The whole transaction took about 2 minutes. Now that's how you run a business.