CBC has turned these one-sided stories into an editorial attack. A junior reporter could be forgiven for not following up on details, but that is what editors are for and some editor must not have received a hot towel with the correct thread count or somesuch on a flight.

These stories always lack sufficient detail and good reporting is all about following up on those details and asking the "wronged consumer" the right questions.

Nobody here really knows what happened and why the family wound up in the wrong line, managed to miss a cut off, why the manager would not permit a late check-in, and so on.

The usual result is that AC will send the family a voucher. It is cheaper than suffering the brand damaged of a media outlet which either by design or through poor journalism, persists in a story line more appealing to a tabloid.