Top class post PHX
This is an example to all the airline employees who come on here and adopt the attitude "tough, the airline rules state..." and take an aggressive anti-customer stance. This posting by PHX is a model of a coherant, well argued explanation of why an airline may have acted in a particular way. If some airline employees would take a few minutes and talk to their customers sensibly about why things happen the way they do, much of the anger and resentment aimed at airlines would dissipate. Funnily enough, the posting by PHX is by a frequent traveller, who therefore understands the customers needs; sadly too many of the postings by airline employees illustrate exactly why a site like this is needed.
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