Originally Posted by
JimYUL
I'm going to try to re-frame this as the length of the delay (let's say after 15 mins) is irrelevant. But, to put it in perspective, 1 hour on a 5 hr and 27 min flight is significant
Should a delay of 18% not be compensated for, if not profusely apologized for, when it was due to negligence on the carrier's part? [snip]
[snip] Again, I would point out that this delay was apparently due to negligence.
Disagree, the length of delay is very relevant, here's why.
From a strictly legal sense, the concern is what harm/cost did the breach of contract (assuming there is one) and/or tort (unlikely) cause to the complainant? So the length of delay is important, because longer delays will tend to lead to larger harm/cost.
The normal legal remedy is to recover strictly those costs.
Now... from a PR perspective... I'd say give everyone some token compensation, make bloody sure that anybody missing a connection was taken care of completely, and allow for the possibility that some people may need further compensation. But for one hour, it really shouldn't be that many people.
But I don't run the company
