If you’ve experienced a recent flight delay or service disruption, then you probably know that for better or worse, no one says “I’m sorry” like an airline.
A well-crafted apology is often just the beginning. Gift cards, credits and loyalty points — lots of loyalty points — frequently follow. And the mea culpas appear to work. Most passengers accept them and move on.
Well, maybe they shouldn’t.
A closer look at the airline industry’s “sorries” suggests they sometimes lack sincerity and show a remarkable unwillingness to fix the problem that caused the complaint in the first place. In other words, it’s more like hush money than an apology.