Airbnb Support is a NIGHTMARE

Summary

The presenter discusses the difficulties in resolving issues with Airbnb's customer support, stating that poor customer service is a major problem with the company and many other tech companies due to the focus on net profit maximization. He emphasizes that improved customer service could be a competitive advantage for Airbnb and shares two stories where poor support negatively impacted bookings, proposing improvements to improve the host and guest experience.