Originally Posted by amnicoll

At the moment we are assuming it is status related but as someone else has pointed out there may be more to this as it simply does not make sense.

I would say that at the moment I would say rephrase your first statement and replace status with customer service because that is where most airlines seem to fail - I am talking here about how they respond to problems rather than the every day on board service. I am regularly amazed at the lack of professionalism in the customer service departments and often it will be necessary to contact someone higher up the chain (CEO?) to get action