rofl - pretty soon, if Air Canada doesn't farm out its PR, its own PR department will have two or more vacancies. If PR was farmed out, they'd want to hope they weren't paying good money for it.

The measly 5 grand will be much much less compared to the loss of sales - more than 10 people reading the article who don't fly so regularly, are going to start booking elsewhere if they think some company's site is not secure and can be hacked. It might not be the actual case, but that's how it will be understood. More than 10 people reading the article will at a later date, choose to book with an airline they're more confident will offer them peace of mind - no one wants to go for a holiday to relax, to regret it as they fume and boil over some BS drama to try and get back on time - it won't matter so much if Air Canada finally after being shamed though the media and some common sense prevails that the couple are reimbursed and an apology issued.

Edit: one singular wrong word - my brain is total mush at times and forgets what it type - must proof read more.