I just heard from my friend an unfortunate story that I wish to share and see you guys' opinions...

On 4 Oct, my friend and his family were stucked in a train literally 10 min from arriving at ZRH airport station. At the time of train stoppage it was nearly 3 hours from the CX382 departure (for me I'd think it is insane to get to the airport 3 hrs before flight, but...). There was a mechanical problem which caused loss of electricity, so he was there staring at the phone watching time flies..
He called up CX hotline and they said nothing can be done until he arrive at the check-in counter. So, after 4 hours he got to the airport and of couse, CX382 was gone... He went to the CX counter (which was surprising still operating given they only have 1 flight per day) but the check-in agent only offered him a ticket back HKG 4 days after. He asked for rebooking into other OW flights but the agent declined (well... i checked the BA and AY flights weren't full on that day). Finally he has to book a ticket at his own cost to come back.

So what do you think, about:
1. Should CX be liable for this? or my friend should sue the train company for the cost?
2. CX check-in agent refusing to book into other OW carriers?

Regards,
Michael