Exactly, I manage customer service a good bit in my job, and I totally get that some customers are impossible to please, but you have to evaluate when it's actually your fault and in those cases do everything you can to make it better.
I'm not sure what their rules are, but if was me, I'd be making it rain food and hotel vouchers at the very least. And acting like you have an ounce of empathy if nothing else, you don't know what someone is missing because of these delays.