For the people who care about it (personally, I do not in this case, but there is others where I do), this is not just 'one bad night'; it is exactly the sort of event which justifies the premium.
<curmudgeon> I see we are fully into the post-accountability world. </curmudgeon>
At the very least, the customers deserve an explanation of what highly-improbable circumstance led to the unfortunate outcome, if the claim that "it's not right" is to be considered justified.
<curmudgeon> I see we are fully into the post-accountability world. </curmudgeon>
At the very least, the customers deserve an explanation of what highly-improbable circumstance led to the unfortunate outcome, if the claim that "it's not right" is to be considered justified.