It still amazes me how happy passengers can be in a severe delay as long as they're getting frequent updates, snacks, beverages, distracting toys like cards, puzzles and coloring books for kids, and efficient rebooking options. I put credit for the success or failure for a lot of service recovery on local management. They're normally the ones who encourage or discourage a culture of putting the customer first. Some airport managers hate meal vouchers... some managers hate using the snack carts. Luckily, my managers are often the ones out in the gate area offering the snacks and pouring drinks.