Earlier quoted context omitted.
The proof is in the pudding. Is Kayak keeping their customers happy. Are the investors happy and of course are the employees happy? If the answer is yes, then the approach works. Fascism is a strong word for a novel approach to customer service. If this approach stops working then they will try something else. This is not an ideology, you know.
I didn't intend to say the method is fascist, just that it reminds of practices that were and are employed by fascist regimes. If everyone's happy, then there's of course no reason to complain. I just don't see how employees could be happy under a system like this, but to each his own.
Fascists also wore pants, drove cars, ate sausage, drank beer, etc.
While customers may have privacy concerns and expectations regarding their interaction with a company, employee interaction with customers is not an employee-privacy issue.
Remember, employees are being paid to interact with customers. The company is liable and responsible for those interactions so it's absurd to argue that the company has limited access to those interactions because of employee privacy.
BTW - The purpose of a company is NOT to keep employees happy. Doing so may be useful, but that's different.