I wonder how this would hold up in court. I work for Wegmans, which is a grocery chain that sells customer experience as a brand, and is becoming more and more successful just because customers know that if we screw up, we are more than willing to fix the problem. Working for a company that prides itself on customer experience and service, I sometimes afraid of dealing with other companies, because it is hard to find a company that will actually go out of it's way to help you. I think AA really screwed up here...horrible PR!
Techdirt has not posted any stories submitted by dinoh.