Not AI's fault? While the diversion wasn't, the fact that a plane load of passengers sat for nine hours on a first-world country's runway with plenty of infrastructure available smacks of incompetence. And being held on an aircraft for eighteen hours (flight time plus time on the ground) is maltreatment - try it at home and see how you get on.
If they couldn't get a bus to take the passengers to LHR, National Express do one every ten minutes or so. I also understand that there are things called taxis available.