I understand that if an air is late, the customer should get a refund. the part that upsets me is if our plain is late and they hold the drivers and we leave 30 minutes late, we are told by our center and onroad managers to deliver what we can by commit time, then run the rest in trace. So if I have a resi air that I would deliver late at 10:45, they would rather have me deliver it at the end of my day then breakoff. If I am customer getting my package late, I would much rather have it at 10:45 then after 18:00. What ever happened to SERVICE?