Originally Posted by
robsaw
No, there are not two types as you conclude; and, I wouldn't characterize a forced two type model into stakeholders and hostages but rather:
- realists that see the circumstances (health and financial) in light of the extraordinary and complex factors in-play,
- and, as you state, those that want their "$ back" no matter what.
The "realists" span a number of positions and a variety of interests. I for one, have no interest in AC or WestJet other than the same interest I have in any other business; which means I care about ALL the stakeholders (customers, employees, management, and yes, even shareholders). Everyone of those groups is making sacrifices and suffering losses - advantaging one in a way that would wipe out the 3 others hardly represents a position of "fairness" that the "refund me now" crowd is advocating; and, stands a probability of ultimately disadvantaging ALL 4 groups.
The situation is hardly black-and-white, and characterizing it as such misrepresents the scope of negative impacts that so many people (and businesses) ARE, MAY and WILL experience.
Forgot the third type: airlines that are holding on customer's cash and refusing to refund no matter what and advantaging only their shareholders . This is exemplified in Europe by airlines refusing to comply with the clear EU261 obligations.
The basic principle of returning clients money for services or merchandise not rendered is not being upheld. This is not seen any other industry.
What's infuriating in this refusal to refund issue is the attitude of the airlines: they are not admitting any liability or moral or legal duty to refund.
If the airlines came clean publicly and clearly admitted that they owe clients their refunds but cannot issue refunds because it would lead to certain bankrupty, harm to the country's economy and if they promised to compensate the clients when business gets better, most clients would understand and be willing to compromise.
However the airlines' attitudes and public statements is so arrogant. They treat the customers like beggars: "here's a voucher that we hope you won't be able to use or maximize, take it and bugger off or leave it and bugger off as well. We are doing you a favour. They don't even try to justify their refusal to refund in the covid-19 policies.