Snuggles - people generally in life do not tolerate unreliability. The passengers do not care that the route has been fine every day for the last month - they care only about their flight *right now*. You can argue over contract law as much as you like, but airlines present the sale of a ticket in their marketing as a commitment to get passenger from A to B on date and times stated. Woe betide the passenger who checks in late...
Yes the courts may interpret the terms+conditions on the ticket sale formally in the airline's favour, but passenger who paid for ticket saw the marketing and bought the ticket based on marketing. If the airline cannot deliver on what the marketing promised, the passenger deems it the airline's problem and will consider it fair to vent fury on the airline.
Airlines know that new aircraft have issues - passengers don't. Is it fair to market a flight saying all the benefits of a new aircraft, keep quiet on the unreliability and then disclaim all responsibility when things go wrong ?
Last edited by davidjohnson6; 31st Dec 2013 at 15:49.