I'm going to suggest something I've said before in the context of AC's customer service generally. It is only possible for their OTP to have been as bad as it is for as long as it has been if the executive doesn't care or actually wants it to be that way. Clearly AC thinks that improving their OTP will not significantly improve their profitability, and consistent with their general mentality, they simply don't care about the effect of this on the customers as long as we pay.

The customers might call it negligence. AC would call it good business.