We asked them to refund the difference between the coach and first class ticket, which I think would have been fair. It still doesn't excuse the poor performance of the airline. As a company, by their token response, they are comfortable with writing us off as a future customer.
I agree with your comments. However, with respect to injury, my wife was totally stressed out and upset by this experience. Our only real recourse is to afford them the bad publicity they so rightly deserve and to report them to the federal aviation agency and members of Congress who sit on the airline regulatory agencies, which I have done.
Bottom line, they really don't care! The customer be damned.
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