Originally Posted by
sbm12
I never said that.
But if you think that CO is going to stay in business giving full refunds to every passenger anytime there is a delay then you are sorely mistaken.
Well, thats certainly hyperbole of what anyone wants in this thread, but 7 hours is a lot of time.
Some things cost a company little to nothing, like a resort giving up an empty presidential suite to a customer who booked a parking lot view and encountered issues requiring service recovery.
Long story short, CO's guidelines for service recovery need to be more heavily weighted toward the customer then the company if they're going to achieve the status/prestige they want from their customers. People pay a premium for quality.