help me understand a bit more
XJCaptain: You pointed out that it’s unfair for a passenger to expect something he or she did not pay for. That's true in any industry and I agree 100%. Why bother to mention it on an airline complaint forum. This is a very good point.
Using the same logic, we would also agree that you should get something that you DID pay for.
You were questioning if the passengers obtained a refund after arrival—so I think that further implies that you agree with that notion. However, your comment is suggesting that you don’t think that is worth discussing because we don't know if the passengers got a refund or not.
I want to know more about that. You’ve worked in the industry and have a lot of experience with the conflict between operations and customer service. I’m sure most airline employees do not feel that a passenger should just “suck it up” in this type of situation. Further, as a business road warrior, I know that providing refunds at the airport are very hard. They have to get refunded in the original form of payment. Just imagine--some people paid in cash! I couldn't imagine a gate agent validating your boarding pass and handing out cash upon arrival. What a mess!
I think it would be unfair (and unethical) to make every passenger write a letter to the overwhelmed Customer Relations department and wait for a response and refund. Hopefully that's not what happened.
Your view on this is especially interesting too as you pointed out that the captain was not motivated by revenue. Many people wouldn't have known about the weight balance that you described It's an interesting topic, and I really do believe that it's worth discussing here on this forum. These types of conflicts between airlines and passengers make the airways hostile on both ends. This is our opportunity to discuss those and understand each other better.
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