I know it was OT but I responding to the comment "IRROPS is their best example of the customer be damned...".
Mods can move to new thread but the guidelines are an internal document and I won't discuss the specifics. They are very favorable to the customer. Believe when I say they offer just about everything FTers have ever said they should get in terms of getting to where they are going. They do not address or change the amenities provided during IRROPs.
Because information dissemination is not a UA strong point I hope I'm giving everyone a data point to help them get what they are entitled to and enhance their service recovery experience.