While I definitely see some whining on FT (the previously-mentioned complaint about the fire alarm going off in the middle of the night is a shining example), the airlines and hotels bring it upon themselves sometimes. The airlines don't promise to get you anywhere on time in their ads and on their Web sites- sometimes it's just out of their control. They try their best and most of the time they do OK. BUt fire alarms sometimes go off and sometimes there's bad weather in ORD.

But, airlines and hotels do promise things and then don't deliver. If they tell you that at a certain Elite level you WILL get certain Elite perks, staff worldwide should be aware of it and deliver consistently. If they tell you you'll be earning "valuable OnePass miles" that should mean that you have a reasonable chance of using those miles on any route- not just to visit Aunt Minnie in Cleveland. They also do things that are just plain outrageous, like imprisoning people on the tarmac for 8 hours, or lying about rules and policy. I think that if a promised service is not delivered just because the person behind the desk doesn't feel like it, or whatever they did shows total disregard for the customer, the hiotel/airline is in the wrong and unless enough people complain they'll keep on doing it wrong.