Agree with Bus re keeping passengers informed.
Timely and accurate information.
As the HA it is not always easy to do this as well as they would like to as the airline is not always good at making pro-active decisions; if it is a tech problem then getting specific information can be difficult until the engineers have identified the actual fault. The creeping delay becomes a problem in itself.
I have been in the situation where a delay has been announced and passengers have then been advised that if the fault could not be rectified by another time (some 2:30 ahead) we regretted that we would cancel the flight. This did not reassure a lot of the passengers who kept on asking whether or not the flight would operate. Information in itself does not always solve the problem. So sometimes even best efforts backfire.
Do EZY actually have any management on the floor at LTN? I thought all the ground staff were Menzies.