KenHamer

True I suppose.

But it's fairly rare that AC's "fault" exceeds 100%.

StuckInYYZ

I don't see where I said it was ok. I said it happens. If everything always worked 100%, then I have a feeling many of us would be out of work or doing something completely different. Also keep in mind that all these billions of dollars may have been charged for security, doesn't mean that they're spent efficiently.

I don't know. I try to give credit (or crap) where credit is due. I'm not saying it didn't happen, but I find that in a lot of cases, the airline (AC or not) is not wholy to blame. In this case, I doubt that everyone the complainer (not the OP) spoke to was uncaring or being mean.

Can I say I suspect that the complainer may have also exhibited an attitude towards some of the call centre staff? I don't have proof, but it is a typical reaction... having to deal with abusive customers before, I do know what that is like and it was those people who I tended to help the least...at least from my perspective... mostly because if they got me riled up, I'd likely miss something that I would have seen if I wasn't worked up about).