When you’re on a bus/train/plane and there is a delay, the most frustrating thing is usually the lack of communication.
When the driver/conductor/pilot comes on every 15min and just says, “Sorry folks, we’re experiencing a delay”, the guests’ frustration increases exponentially.
However, when the driver/conductor/pilot says, “Sorry everyone, looks like there’s an issue with the . Someone is taking a look at it now. It shouldn’t take more than another 30min, and I’ll update you again once I learn more.”
Even if the guests groan at the 30min estimate, they all calm down because they’re informed.
343i - your lack of communication only increases the pitch and volume of your guests’ frustrations, and it’s not surprising that they’re choosing to just get off the ride.
The holidays are over, so acknowledge the issues, offer a list of what is actively being fixed, and release a patch timeline.
You might be greeted by an initial groan, but most will calm down and just wait until the is fixed.
(This is PR 102. Seriously - who is running your communications and PR!?)