To start with, the management forces people to book their tickets online. The tickets for Phase I are available but for Phase 2 are very often sold out. They are mostly booked by the 'guides' who sell them to you at a premium if provided you hire a guide. The whole system encourages guides to make money.
Also the booking timeslots that one opts for don't make sense because one can never board a gondola in the given timeslots due to the mismanagement of the long queues.
The queues at the gondola station are so badly managed that people are jumping the queue all the time. The 'guides' are hand-in-glove with the management and they make their clients jump the queue saving them over an hour (or two) which other people need to go through.
The maintenence of the gondolas is pathetic. The interiors are shabby and definitely not worth the money one has to shell out for the ride.
Overall, the gondola operators need to get their act together to make it a pleasurable experience for travellers who come from all over.