Oh wow. that sucks. i'm sorry to hear that. you're probably still at the airport. i feel like passing by and buying you a coffee to cheer you up.

I think it is to do with this top-down micromanagement where the staff don't have the autonomy to look after unusual scenarios as they arise because the 'management' control every little procedure. Very sadly they leave it that there is no option but to scream and shout and, frankly, be rude.

Making exceptions for silver and gold privilege club - well, that's QA through and through - but not sorting out an actual problem. Like you say, can't reason with them.

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"let's slip out of these wet clothes and into a dry martini" Mae West