Seems like more of an issue of perception of what EI is and/or should be. EI is not a full service carrier or a LCC and purposely places itself in the middle. The issue noted above sounds typical, some people were looked after others got the short stick. I think a lot of complaints EI get are from a perception that they will receive full service carrier treatment when in reality EI are far from that in terms of the resources they utilise for customer services especially in cases of IRROPS (doubly so at outstations). Despite it being often said, EI does have better service in general than LCCs (specifically ryanair as their main competitor). Sure from time to time (and more likely route to route) that level may drop close to LCC offerings but that is still mostly the exception rather than the rule.