When will PR dept's ever learn that phrases like “We’re delighted that so many families choose to fly with us” and "we are pleased the father was able to travel beside his children" only add to the insult. Just OWN it, apologize, compensate, whatever and commit to do better - STOP with the after-the-fact patronizing statements that should have been said in slightly modified form by the gate agents and flight attendants if that is really how AC feels.