When I was in BA there was a company policy of 'Service recovery', that is to say that errors should be handled in a manner which would leave the offended passenger with a higher opinion of the company than they would have had even if no error had occurred in the first place.
the lady ........ took it upon herself to drive round, after her duty finished, with one from her own household which she lent us until ours arrived. I wrote to BA as I wanted her thoughtfulness and kindness to be on record. I never even got a reply.
Exactly, but sadly this is very much something of the past.