when i was a customer service agent, i would apologize to the customer, whether it was weather delay or mechanical, and they still yelled and screamed like a 3 year old child. after hurricane charlie came through the orlando area, they closed the sanford airport, took the airport 2 hours to decide this, a man came up to me and asked if they would be refunded, i appologized and said no, due to this being a weather delay he came back and screamed and yelled, we rescheduled the flight for the next day, when he brought that attitude back that day, he didn't make his flight. sometimes an apology doesn't work
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