We know it wasn't someone at management or we cares, too many 'we're sorry', don't think they ever say those words, even when needed. They think it has implied guilt attached.

And no I did not read it all, it was an entirely too long cut and paste, I read we're sorry far more than CO would ever say officially, if at all. (Not talking about a 'sorry don't have that' from an FA, mind you)