Originally Posted by
bschaff1
I think this is a good stride on United's part for them to provide food and refreshments for delayed passengers. They could have possibly given out vouchers, but I would guess that upper management wouldn't approve this. However, in this case someone was creative and organized snacks which certainly makes a delay more tolerable for some and is a good will gesture that may win over a customer that was angered by a rival doing nothing during a delay.
I agree with what you're saying, but I fear that actions like this will create unrealistic expectations for customers because the next time a 5+ hour delay happens, this may not happen and customers will be upset.
I like the gesture, but I would like it more if there was a more consistent policy on when or whether to offer these refreshments, so that people know what to expect.