An appropriate response would have been:
Thank you for bringing this to our attention.
We both know it shouldn't happen
The incident has been reported to our company's postholder for flight safety.
There will be consequences for the crew involved.
We'll make sure it doesn't happen again.
This "most sincere apologies for your inconvenience" crap really rankles and makes you think (
know..)you're not being taken seriously
Time for the response to be shunted up the ladder. Carsten Spohr is CEO of the passenger airline and a qualified line pilot. Email convention: first name.last
[email protected]
He'll sort it.