Agreed - they could have been clearer and it wouldn't have been as painful an experience for all involved. I'm not trying to disagree with that point ("they ha

Agreed - they could have been clearer and it wouldn't have been as painful an experience for all involved. I'm not trying to disagree with that point ("they handled it badly"), I'm trying to make the case for the fact that their business model makes those snafus more likely, and we should expect that. If they trained or paid their staff better, it may have been handled better. But if that adds real dollars to the price of seats, then people start choosing another carrier. @ brucini, please understand I wasn't saying cheap cost = lack of basic customer service, just that it likely equates to cheap customer service. In an airline example, it probably also equates to cheap planes, cheap maintenance workers and pilots, and lower standards of maintenance quality. I would hope there were never any crashes - that would be an absence of basic maintenance - but equipment faults, delays, and cancellations due to cheap maintenance? Well, it's a risk you take (and, frankly, which I'm willing to take in some situations) when you decide to buy the cheap option.