Originally Posted by
johnwick
I believe you just made the point that all of us “naysayers” have been saying. The restaurant MANAGER will apologize for the mishap. When the goat rope that is EWR falls apart and the train derails, that is something we (the pilots) had absolutely nothing to do with. SK and his entourage can come down and apologize to the customers for their own mismanagement. I have more self respect than that. Place the blame where it belongs. But you keep drinking that Kool Aid.
Ok, replace his “manager” with “server.” If the food sucks or comes out late, and it isn’t the fault of the server, you would still expect the server to be apologetic as the representative of the company with whom you are interacting, and who is the one delivering the product to you. And then at some point a nice gesture would be for the manager to come by and also apologize and ensure all attempts to make the customer whole have been made. I hear the same refusal to apologize at my airline, and I’m certainly no koolaid guy, but I just don’t see the hang up with it. Just because you didn’t personally cause a delay or cancelation doesn’t mean you can’t apologize on behalf of the company you are entrusted and paid to represent. I tend to say “thanks for your patience” and don’t really say “sorry” a whole lot, but I don’t see an issue with either.