I wonder what triggers them to do that on their own without the customer contacting them to complain. Were you flying on a high fare?

In January, I on a flight that was delayed almost 3 hours because of first, a computer malfunction (they wouldn't boot up) and then a bizarre de-icing incident. Plus, the plane was late pulling to the gate (I still don't understand that one... first flight of the day and the plane was parked there overnight and it's late to the gate). We were stuck on a JJ approx 2 hours, 50 minutes. Received no type of apology....

Anyway... just curious what causes them to be proactive like that.