Recently, one person’s attempt to get an airline refund encapsulated the frustration many encounter daily. After an hour of shouting ‘refund’ into an AI system, enduring hold music, and navigating a maze between chatbot and human agent, the refund was finally received. Time that should have been saved through a simple process was instead wasted.
In the coming years, Democratic presidential candidates will propose solutions for pressing issues such as housing, health care, and corruption. However, while these large-scale solutions are important, they often overlook everyday annoyances that consume time and complicate life unnecessarily.
These pain points are familiar: hold times, complicated insurance forms, spam calls and texts, and unexpected fees on routine transactions. This phenomenon is known as the ‘Annoyance Economy.’ For politicians, addressing these frustrations presents a straightforward opportunity to connect with voters.
Data shows this economy is thriving. Over the past 20 years, Americans have spent 60% more time on hold with customer service. A study found that workers lose nearly $22 billion annually dealing with health insurance. Unwanted fees, initially seen in airline and bank transactions, now affect everything from concert tickets to food delivery.
Democrats have debated strategies to regain trust among voters, many of whom feel neglected by government. A policy brief from Project 2029—an initiative for post-Trump era ideas—highlights potential fixes.
A focus is on robocalls and spam texts. Phones often serve as a secondary spam folder, inundated with unsolicited pitches and scams. Closing loopholes that allow marketers and political groups unfettered access can be crucial. Privacy laws should necessitate consent for incoming communications.
The healthcare system warrants reform. It drains time and energy from those already managing health issues. Requiring insurers to accept online forms could eliminate outdated processes. Insurers should face penalties for inaccurate provider directories, and the cumbersome prior authorization process must be streamlined.
Customer service processes also need overhaul. Many endure battles with phone systems and chatbots, or struggle to cancel subscriptions. Abolishing retention hurdles, like those seen with companies like SiriusXM, can ease frustrations. Live agents should be readily accessible, and hold times should be better managed.
Hidden fees are another concern. They inflate costs—from rental car charges for additional drivers to landlord fees for basic services—adding unnecessary financial burdens. Implementing all-inclusive pricing and banning non-essential fees can mitigate these issues.
Public sentiment aligns with these concerns. A 2024 YouGov poll indicated high support to restrict robocalls. Seventy-seven percent of likely voters, across party lines, favor bans on hidden fees. There’s public appetite for Congressional action on these irritations.
Many solutions don’t require Congressional intervention. A proactive president has the authority to enact change. Despite companies benefiting from these hassles and politicians often ignoring them, addressing everyday frustrations is a pragmatic and popular move. It presents a path for politicians to demonstrate government efficacy in daily life.
Neale Mahoney is a professor of economics and director of the Stanford Institute for Economic Policy Research. Chad Maisel is executive director of Project 2029. The authors’ views are their own.