ajamieson: perhaps I did not make the point clearly enough.

EZ give you your money back if you are delayed 4 hours or more AND get you there. That last bit is very important, and people may not have appreciated that.

Family experience: our niece arrived 4 1/2 hours late at LTN, having been diverted to BHX and transferred by bus because of snow at LTN (in April!). Her father was well pleased to get the money back on his credit card without prompting.

US delayed me by 24 hours, rerouted me via US and America West. OK, they paid my hotel bill, but I lost a day's business. (Guess what, I haven't travelled US Airways since.)

I know which made the better impression on me.