“Even if you assumed 50% of those encountering an issue don’t report, that would only reduce the success rate from 99.7% to 99.4%.” ‘Whether it makes sense’ As for Zaman, he said he doesn’t “skiplag” very often. But the reason isn’t that his name is on airlines’ blacklists, he said. “I have done it on several occasions, and it’s just a matter of whether it makes sense,” he said. “Every person has to evaluate it on their own. These days, I’m not able to travel as lightly as I used to, so it probably doesn’t make sense for me to do it that much going forward.” Despite the $9.4 million damage award to American Airlines representing a big chunk of the website’s $20 million annual revenue, Zaman remains committed to helping travelers save money, he said. “Even if we face challenges with these losses, I’m motivated to win because I know we’re doing good here. One of the things that keeps me going is hearing about the impact of Skiplagged on people’s lives - like … helping people in long-distance relationships,” said Zaman. “It’s not just American Airlines versus Skiplagged,” he said. “It’s American Airlines versus Skiplagged and real people.”