Not sure that the author understands the implications of entering RVSM airspace on the NAT tracks with an inop altimeter but the subsequent poor customer service made him want to complain with ink by the gallon in the NYT.
Gary Shteyngart is not just a nameless "author," he's a hugely admired, famous and respected satirist. That Op-Ed piece was like Kurt Vonnegut writing one, were he still alive. AA couldn't possibly have done worse in having somebody unload on them.