I guess I approach that question from a perspective of value for money. Is there any value whatsoever in having someone else, a fresh set of eyes, take a look at a complaint or an issue? Possibly, but if you look at it in a value for money perspective, you have to ask, “Was it really worth it?” While there were certainly very good, professional, competent people who worked in that office, ultimately what happened was that they received a complaint, they ensured that the passenger had exhausted all possible avenues of appeal with the carrier, they took a fresh set of eyes and looked at the issue, and then they made recommendation to the carrier and the passenger.
I guess the question you have to ask yourselves is, at the end of the day, what has been gained by that? Isn't the better gain to ensure that we have a healthy climate, a healthy, financially sustainable industry that encourages investment? That actually addresses consumer need for choice.