Originally Posted by
pitz
Why doesn't AC just produce a pamphlet that spells everything out, in plain English,
The AC Contract Translated into Plain English
Since Noah built the ark when things start to go awry airline agents have been telling customers what they want to hear rather than deal with the backlash they will inevitably get if they tell the truth. What is possibly new, but not particularly surprising, is AC actively training the agents to obfuscate the truth. Not that anyone else has ever done this (the telecoms and banks leap to mind).