Whilst you can't appease ALL of the passengers,in situations involving revolving delays,the airline staff ( not necessarily in this case) sometimes fall short,and not just in the minor carriers.
Energy management is a very important part of the job,and not only from the front end,managing 250 tonnes of metal.
If passengers simply perceive that they are not being regularly updated,in case of delays,then social media becomes the preferred medium for "bad energy".
This can be extremely damaging for the brand,and the sooner the airlines wake up to this,the more money will be diverted to training ALL staff in passenger relations.
It's not rocket science,really...If you are in the situation of a delayed passenger,what would you want to know! That question needs to be asked by everyone responsible for passenger handling,and people need to be more proactive.
What has worked for many airlines in the past,is keeping uniformed staff with the delayed passenger groups,so that the perception of abandonment has no real foundation.
Again,just general comments here,based on own personal experiences.
It is also true that some badass people will state that they have been told nothing,even though the opposite is true
