What do your organisational choices say about your culture. Who is king - the customer, the process, or the financials? The choices made by Virgin in this article must have been interesting internally - was the £10k cost cheaper than the expected compensation cost of the cancelled flight and was that the driver?  Or was it achieving the greatest good for the greatest number of customers? 

Whatever the choices, such instances will be remembered internally, will drive subsequent and smaller choices across a wider pool of employees and form those 'do you remember when...' stories that can and do last for decades.