How do you think that will affect their reputation if these issues continue (which they will because issues like this one are out of their control)?
Why do you you expect them to take responsibility for something that they’re not responsible for - either directly or indirectly?
If a bomb threat means that my flight gets cancelled, I don’t expect the airline to take responsibility for me not being able to fly. I do expect them to show empathy for the issues that’s caused & to try to help me resolve them but that’s not the same thing.
I disagree. It’s not always easy to communicate this sort of thing but Phil & Ben have shared some great examples above. Hopefully others can share more in this thread too.
Edit - these are the types of explanations you would give the user -