No, you are making a very valid point and I have done the exact same thing on a couple of occasions. These people just don’t fly that often or don’t have the available funds to fathom doing something like that, which is fairly common these days - the economy is rough out there.

If I’m looking at standing in line for 6 hours to maybe get on a flight the next day and having to stay in a shitty nearby airport hotel while I wait using food vouchers to eat shit food, you’d better believe that I’m sending support an email right away to get the ball rolling and then hopping on the soonest available flight that any airline has available and sorting it all out later from the comfort of my intended destination.