Ghost flights and party poppers: Brands aren’t saying sorry properly when they own up to customers

Welcome to an end of week update from Unmade. Today: Qantas and Superhero have both been owning up to their customers about ripping them off in recent days, but you’d hardly know it from their communications.

If you’ve been thinking about upgrading to an Unmade membership, this is the perfect time. Your membership includes:

• Member-only pricing for our HumAIn and REmade (October 1) conferences;

• A complimentary invitation to Unmade’s Compass event (November);