I have a friend who wrote the utility company over 3 cents. Sometimes one cent is worth the effort. Not for me, but I respect the complaint about an $11 refund. There are some good solutions offered in the comments too for this passenger. Complaining about services (my feelings) is not an indication that HAL service is bad or good. It is just different experiences per individual because of different expectations and the people who are involved. Everyone gets a bad day.