Most complaints are concerned with a lack of information from airlines, handling agents and airport management. Many of us will have encountered situations of this kind when flights are delayed or cancelled - the only contact being with poorly trained and poorly informed handling agents.
This is a direct consequence of the UK corporate fashion for 'customer service operations' whose only purpose is to keep the customer at arms' length at least possible cost. The damage to corporate reputation is therefore 'managed' - except when things go really pear-shaped. I wonder if EasyJet have learned their lesson from the fiasco of last summer, of which I have personal experience.