Originally Posted by
dracir1
I'm just spitballing but... F9 probably still made money through it all.
I'm told that we rarely offer refunds - just seats on the next flight when one cancels and some voucher or something. And, since it's the holidays, most people aren't too pressed for time and accept. As much as I'm sure JPATFO (that's, JP and the Front Office) aren't overjoyed at what happened, I doubt they're very seriously worried. It's not like EVERY airline at DIA didn't have problems.
When weather rolls in, airlines get a pass for the most part - despite how badly it is handled.
About the only really concerning issue is that ground service remains an issue that needs to be addressed for customer satisifaction reasons. I'm sure that contract is so cheap, there are many people in those meetings who shrug off whatever shortcomings are felt.
I guess that's why the law has been laid down to penalize corporations for such irresponsible behavior. That will get their attention and maybe at the end of the accounting day they won't have "still made money" without taking responsibility for disappointing so many.
Capitalism is supposed to take care of poor customer service, but there is a large market out there for air travel and many shop on price alone.