Succinctly put, and with your level of custom I'm sure you're missed. Clearly you had a bad experience but and have chosen to travel with one of their competitors. I wish you happy trails but you must realise you are in the minority. Ei market share is growing and their business is based on repeat custom so clearly they must be doing something right which does not justify letting you down but does put it in context. Do you also stalk the chat rooms of your other discretionary spends, are you for example activity participating in the great BMW/Merc debate, has your dish washer let you down and do you put those zanussi people in order on line or is it just Ei. A couple of delayed flights, a poor service experience and you seem to have lost all perspective. We have used them repeatedly over the last few years, while I had no vested interest and we haven't been let down... We must just be lucky... Hope it holds.