Taleb describes how antifragile systems need to provide enough leeway for people on the ground to actually make decisions. Otherwise you can't react to unforeseen events and things go sideways. Delivery companies and support departments of large companies seem to have built a incredibly fragile system that can't even deal with frequently occurring anomalies. Reading some of the comments here those anomalies even seem to include things like red lights and bad weather. It seems to be a consistent pattern that reaching out via social media or directly to leadership is what yields the best results for the same reason the system is so fragile.