BKK...
I think all this comes down to is good old fashioned common sense.....Go to a restaurant and have cause to complain, steak not cooked the right way, order took too long, whatever.. The manager comes over and says here's a couple of drinks on the house, you will never ever remember what you complained about, but .... You will not stop talking about that restaurant.
Year's ago there were airlines that had that mentality, pity most have lost it.
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