Example of Poor Experience Management - Service Management Leadership

There are many non-IT examples of Experience Management I love to use to illustrate concepts.

One such is the issue of the walk to baggage claim in the Houston Airport. See link below.

The airport was getting a lot of complaints saying they had to wait too long for their baggage.

Instead of addressing the underlying issue (Experience), the airport re-routed foot traffic the MUCH LONGER way so that the bags would arrive soon after the passengers (bag owners) arrived.

Complaints plummeted.

Which this may be a good short-term way of looking at the problem, how do you think the passengers feel now after the cat is out of the proverbial bag?

Did the airport properly address the Experience problem?