Uh-oh...
I also hate telling the pax that "ATC has caused us considerable delay..."
But it feels so much better than landing early and having to keep the pax onboard for 20 min. The average SLC is not informed (NOT their own fault, seriously) to a level that enables them to understand that yes, the A/C is on the grounbd but no, you cannot leave it yet. That discussion never occurs while airborne
However, most pax feel justifiably enagered when sitting on the ground, unable to get out. It is stressful, and the poor people think they know what is happening - airline incompetence. Therefore, we have adopted a policy of "The brutal truth", where we welcome people to leave the aircraft at remote parking, from where they will be bussed to 50 m from a gate - and then sit & wait in the bus instead of the aircarft. Or the driver can let them out - so they can wait outside in N EUR perfect WX conditions. It often calms people down when they are told:
"Sorry, the terminal area is only that big, right now it's full of people. We can get you off, but we cannot get you home any faster. Meanwhile, enjoy your luxorious 36 inch pitch while our flightcrew serves you another drink or cop of coffee - beats standing an extra 20 min. in line for your luggage". A good CC will get them singing as well ("We wanna'' go HOOOOOOME!" is a favourite), and so the time passes quickly. Best of all, everybody leaves the A/C reasonably happy.
So - let's either build a lot of more teminals & gates - or get the best of the current situation. It's either/or - don't bitch about it! Change it actively - or enjoy it!
Happy delays to everybody,
Empty.