Originally Posted by Waterhorse

That's not how we fly the aircraft. We do not load additional fuel to fly faster if we are delayed. We may try to be expeditious and maybe ask for any shortcuts that we can get from ATC but the plans are already optimised for minimum fuel burn which generally means as short as possible in the air as we can.

It is interesting that the acknowledgement of, and apology for, the delay is not deemed to be acceptable without some points - would you also then accept an additional charge for any delay caused by a passenger issue? Should we sacrifice any form of customer service provided schedule in acheived? Pad the schedule perhaps, charge you if we ever arrive early?