The next question is, and this could be aimed at so many companies, is what happened to the purser who charged for the Kit-Kat, and what happened to the heartless unsympathetic customer service agent who responded "we stick to our company policy." ? Only when it reached some higher level and reasonable intelligence did something even close to proper treatment take place.
Rubbish. They work in constant fear of breaking a company policy and facing the wrath of those at the higher level. If those at the higher level created an environment where people could use their head without fear of a written warning you would have seen some common decency well down the chain.