[QUOTE=ReadOnly7;3432548]There’s a VERY fine line between apologizing and empathizing. IMO, it’s appropriate to say something along the lines of “we understand how inconvenient the situation is, and we are doing all we can to find a solution for the obstacle we are facing”. That’s actually quite a bit different than “I’m sorry we did this to you.”

Apologizing for things you didn’t cause…..just makes you a target for the frustration that you didn’t cause. Having said that…..the mindset of “I did my job, I’ll keep the temp down and sit on my hands” is pretty poor from a professional standpoint. We aren’t JUST plane-flying chimps…..there IS a customer service aspect to what we do. Again…..just my opinion.

One thing I do agree with….is that we aren’t airport managers.[/QUOTE

Someone need to sit in on another PPD class 😂😂