I've had dozens of high fare biz travel go AZ's way. Sometimes the seats didn't recline, IFE didn't work, amenity kids were not available, etc. Should AZ give the pax's all the money back because BA would have provided that and more and that pax would arrive rested instead of heading to work without proper sleep? If an airline or travel agent can arbitrarily get away with such, pax should be able to arbitrarily get their money back when the airline fails to deliver to expectations. Parity.