I would have exactly the same expectations of an airline as I’d have of a hotel.
Convince me it’s an isolated incident that I’m unlikely to encounter in the near future and what the organisation is doing to limit the occurrence. Compensation is a nice gesture but ultimately secondary to the above.
i don’t think it’s unreasonable to expect an answer relatively quickly and in the absence of one, take your business elsewhere.
There’s sometimes an underlying expectation on here of poor customer service, driven presumably by a combination of Stockholm syndrome/conditioning and a mistaken belief driven by lack of experience of truly great customer service, that just because it’s been the way it is for a long period of time there is no other option other than bad customer service.