I’ve worked there and I can confirm that the customer service was very impressive and able to deal with particularly gnarly problems, in so many languages and cultures. It was a very large part of the company. It was under-utilised to understand customers’ concerns. There was some effort to include them: dedicated product org, include impact on CS metrics in A/B test results, but it often felt like the ugly duckling.

I was thinking or re-investing since the pandemic looked like slowing down and travel stock migth take over but that move tells me unequivocally not to bother.