J-Man, first rule of retail - the customer is always right. Your's typifies the attitude so common in the airline industry. Sure, things go wrong and always will but you and your company is there to provide a service. No service, no passengers. And the cancellations on the 'bank holiday' excuse is a disgrace. If you run a service you run; if the aircraft is half empty then tough - you take the hit. It's your problem, not the unfortunate passengers who booked those flights in good faith expecting SERVICE.