Yes, I know that I'm not going to get a Rolls-Royce service ... if I pay for a LoCo.
Yes, I realise that the whole of their service was disrupted by the closure of their main base.
So - they could still have kept the pax informed as to WHY and what they were trying to do. They could have had ground staff at STN - given that was the likely diversion point for most of the LCY flights.
One of the most frequently said things here is KEEP US INFORMED. If you tell the Pax - honestly what the problem is, then we can help. We know from helpful posts in here by flight and cabin crew that you do not always know the reasons for the delay and so on but, the destination closed due to fire alarm? Should not be difficult to learn that and pass it on to the customer.