AC, some free advice from a pretty loyal customer: first, don't try to gaslight your clients; and second, when you deliver passengers over 4.5 hours late for a holiday in the sun, offer at least a minimum of compensation. Interesting that a delay derived from a pax suffering a suspected cardiac incident is described as a "Customer Processing Issue".
Recent flight YYZ-SXM, pax in distress right after pushback. Back to the gate, offload pax pretty efficiently, button up to go after about 45 minute delay, but oops, pilots have now timed out.
My issue is not with the uncontrollable pax in distress delay. The issue that should result in passenger compensation is the approximate 3.5 hour delay arising from scheduling operations so tight that even a measly 45 minute delay leads to a crew to time out. Also, at a major flight operations airport like YYZ, a 3.5 hour delay to secure replacement crews should not be acceptable.
Never filed an APPR, but for what it's worth, thought I'd see how the process works.