Having read Kevin's side of the story, this is one of the worst attempts at an apology I have ever seen. Corporate smoothing over does not an apology make.
Sounds to me like you guys screwed up, and can't admit it because then it would be your fault. You know, making a mistake isn't an issue, mistakes are made. The problem I have here is not taking responsibility for it. In fact, going all the way to lying about it.
I will not be flying with you guys again any time soon...
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