Oh - I agree completely and apologies if my previous post suggested otherwise.
In my case I felt that after the event the offer and response from customer services completely failed to recognise how badly I'd been let down, and didn't suggest that they in any way regretted or felt sorry that this was the case.
Sadly it's all rather futile, I feel.
Yep, I do feel it's futile. I can't remember the last time I complained (I normally receive good service and have no real issues). Don't know what I expected really.