it's about the people, how many guys and girls left stranded for 48 hours in very basic conditions, while a company that costs 1M per day gets it's act together. If that was a normal commercial operator they would be paying HOTAC costs and tickets home FAA, not leaving brave young troops laying on a floor with no shower's etc while they sorted a wheel out..
They can have the best despatch rate in the world but their customer services needs an overhaul. Oh no they have a captive market and long contract, so no changes required.