As a tour operations company it is very hard when we get complaints at the end of a tour that we've conceived, developed and operated about…..the flights! Something we have no control over.
I have personally termed the act of flying to my clients as the “necessary evil” because if you want to travel, it is a necessity and anymore the airline industry as whole has a very evil aura about it. It seems appropriate when we are explaining to our clients what we can and cannot control as part of our service. But is it just the airlines fault?