I have to wonder, too, whether insisting that “United rectify this immediately” (and unless your name is Smisek you probably aren’t in a position to make this demand) wouldn’t cause United to clarify and tighten up things in ways not to our advantage. The ambiguity is probably letting us get away with things that a cold, tight, hardnosed writing of clearly thought out and enforced rules wouldn’t. I know it’s frustrating having to tell clients, “I’m not sure”, but wouldn’t it be worse having to tell them “No” more often? |