The behavior of ultra low cost airlines is often inexcusable, but understandable, and why I don't fly them. Their employees are usually not allowed to make "good reason" exceptions because exceptions are nebulous and passengers may argue why the next time isn't a "good reason" and airlines want that money. It's like a flying cruise ship; the fare gets you a chair and nothing else because the everything else is where the profit comes from.

(This business model is why we are seeing a rise in junk fees and "surcharges". Airlines and cable companies and hotels got away with it for so long with no major pushback that everyone else feels emboldened in light of this economic slowdown.)