there are other players involved that could have dealt with the situation better. In my own humble opinion, of course.
That's quite a judgement to make for someone that wasn't there.
Rainboe, hope you're not flying the ship next time I 'm travelling with that attitude towards your customers
Well like it or not, when I explain something, I do it pretty thoroughly, but then you do when you are employed in a full service airline to do so. These people paid to go with a startup foreign airline with old equipment and crews with limited English. I know why they booked there- I have seen the fares offered. They chose an uncertain carrier to save money. Presumably they were aware certain aspects of their handling and backup may be deficient? But suddenly they want full service treatment- put up in hotel and full organisation etc? There is a reason for that saving over the other airlines that operate the route- perhaps they are learning the lesson?