willmatt

Consistent and fair would include, for example, providing the same advertised seat "which converts into a fully flat bed" and which actually functions for all the customers who bought a ticket in the club world cabin.

Can't think of anything less fair or more inconsistent than one passenger who paid for a ticket but can't do this.

Virtually nothing about initally purchasing (and certainly subsequently changing) air travel is fair or transparent and airlines are happy to work that way. It's disingenuous to pretend they are so committed to fairness and consistency when it comes to service recovery just because it suits them.

Quite apart from that, their dealings with other dissatisfied customers are private between them and totally irrelevant to the OP's case.