Originally Posted by
tcook052
Surely it's not too much to expect that in a service industry there should be a Plan B when things don't work to keep the customer engaged if not totally happy.
CO? Plan B? You must be joking.
The airline runs great when everything's running smoothly. They've focused for years on optimizing their operation for the best case scenario that when thing go wrong they fall flat on their face. Service hiccups is not something they're good at handling.