the pleasure of welcoming you on board again in the near future, and we trust that your next flight with Spanair will fully live up to your expectations. Experience Points -25 Situation: Bad weather happens. They don't control the weather. But they do control how they respond to it, and could make the customer's life easier. That is, if they cared. (not!) To wit: NYC, 3/13/2010: a huge rainstorm, 60MPH winds, forecasted for three days ahead of the event. All day, flights are being cancelled...cancelled...cancelled. What does Delta Airlines do? 1. Cancel the flights early enough to save people the trip to the airport? NO 2. Cancel the flight before they do check in/ check luggage? NO 3. Have extra service people on hand at JFK to handle the HUGE lines once flight was cancelled, to help with rebooking? NO 4. Offer to move people to another carrier once their own flights filled up? NO 5. Help you get your luggage back? NO I could go on, but why bother. After all, they got me on a flight to London 3(THREE!) days later... And, they told me to "trust them" with my luggage. Even though I had to leave the airport without it (because they couldn't figure out a way to retrieve it), they promise it will magically reappear on my flight to London 3 days from now (HAH! ) Experience Points -60 I went into the local, brand new, Bread Garden - just want a coffee to go. Four