Originally Posted by Flexible preferences

It is interesting as the email is worded in a way which shows empathy, and yet that quality is entirely undermined by not offering to make amends.

It is as though they are saying we acknowledge how bad it is that the lights stayed on all night for our business class product and how that prevented you sleeping, and we say we really understand and care about that, and yet we don't really because we won't offer you any form of recompense.