Delays are part of international air travel so what are you actually expecting to get from AY, a letter saying they are sorry? Most likely it has been an unexpected technical failure and the issue has been lack and/or quality of communication from the airline to SLF? Most problems in such cases are caused by incompetent ground handling agent(s)/staff..as you do not describe your "poor service" in more detail it's hard to comment but generally it's just life and comes with the package..there are differencies between airlines as always but I have received crappy ground service from many topline airlines (especially at their locations outside own hubs)...