I guess I am trying to see the two sides, one from Corbel side and the other from a passenger side. Me personally, if the apology is not heartfelt it becomes meaningless. The airline folk that i deal with will usually apologize for my inconvenience, with little more they can do and I know it. But there in lies the question: what does an apology mean? I like your example zuzi of the little boy and the passing gas, but that's something that's forgiveable and some people will say its cute even, but with your plight you were dealt a blow on many levels, to your pride and your wallet, you had to sleep in an airport (which hey i've done too many times to count), but there in lies my original question: seeing as you had to shell out more money, and sleep uncomfortably, would the airline apologizing really make you feel better? My point is an apology is just words to me, good manners? Sure, but it doesn't change anything, the situation will still be the same, i would honestly say "hey keep that apology, it doesn't put me in a warm bed, food in my stomach, or keep me on my original flight". To me its just words. But if it makes a person feel better, i can't argue it.
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