Well, part of that profit seems to be made on the back of customers whose flights they've cancelled - mine was cancelled two months ago and they've still not paid the money they owe me for the expenses they said they would pay. The last contact I've had from them was a request to send them an invoice for the 25 euro charge that was made by the Easyjet call centre to change my booking - the latest in a loooong line of p*ss takes....
Sure things can go wrong, but it's how you recover from your mistakes that matters. It's now got to the stage that I don't think their customer service are incompetent but it's a deliberate policy of obstruction.