The airline industry is no different to any other. They have continually reduced the prices for a service and have done that by making more use of technology, cutting staff numbers etc. In reality like everyone else they have cut the quality.
The customer in the meantime complains about the cut in quality, but at the same time wants the lowest fare. You can't have both.
Mind you ironically as I was discussing with my brother the other day nowdays you can check-in online but when you get to the airport you discover you shouldn't have bnothered as the queue for check-in is shorter and moving faster than the baggage drop line!