Originally Posted by robsaw

That is a current populist sentiment but I think the word "entitlement" is entirely overused as a pejorative.

It is not entitlement when in any other consumer situation to receive goods/services in exchange for consideration; that is a contract. When a consumer buys a ticket for a flight, even at the lowest fare, the reasonable expectation is to get from point A to point B with a seat, closely to on-time, and responsible and courteous customer service when things go wrong (IRROPS). Sure, some people expect AC to control the weather or rant about other similar extraordinary circumstances and drama that makes the headlines that is a tiny fraction of the customer base. It shouldn't be the customers' job to be a better expert on the in's-and-out's of AC's bureaucracy than their front-line CS staff.