We're not really talking about expectations. We're talking about a product that we buy after reading the specifications. I can't think of another industry in which not supplying the product as described would engender such defence of the supplier that reneged on the deal.

Substitute an expensive car for the airline ticket. If you didn't get all of the things promised in the contract you would be justifiably not satisfied and complain. If the car dealer ignored your complaint or tried to fob you off with excuses, you may even get a little angry. It doesn't matter why your car wasn't supplied as described - you just want what you paid for. You don't want to hear about problems with the supply of leather in Germany - you want the leather seats and not the plastic ones that you ended up with.

You also want the trunk cover, the cargo nets, the plug in cooler and all of the other things that were supposed to be included in the price of the car. No they're not essential, the car still gets you from A to B and a lot of people would never use the cargo nets anyway, but you want them and you've paid for them.

If there is absolutely no way that the dealer can supply leather seats, the trunk cover, etc, I think you would be looking for some compensation - a partial refund or other accessories of the customer's choice, or a discount on the car you are buying for your son next week.

Why do people suddenly start applying a completely different standard when they discuss buying an airline ticket from BA? Why do they suddenly start acting as if BA are giving us all this out of the goodness of their heart and anyway, we should just be grateful that the plane didn't crash?

Followed up with the old chestnut, how can we even think about complaining about things as inconsequential as lost luggage & poor food when children are dying and soldiers are fighting in this world?

Wonder if the Lexus dealer in town has ever tried that one?