Whose Fault Is It Anyway?

Our daughter was booked to travel back on a reputed airline from the Middle East.

All went well until the aircraft was grounded due to a suspected bird strike.

After holding passengers in the holding area for a while, their premium class passengers were taken out of the area, and much later other passengers too were taken out and served some refreshments.

Later, some passengers including our daughter were transported to a nearby airport hotel.

Passengers were left unattended at the airport hotel.

No contactable number was given, and neither hotel reception was updated about the rolling delay.

Later, only on her insistence, her booking was transferred to another carrier operating direct service to her destination by the airline.

She had to negotiate with the hotel to get transport back to the airport, go through the formalities on her own, and received no help whatsoever from the airline from which she had purchased her ticket originally.

We are aware that there are numerous restrictions and needs that an airline must observe and fulfil when there is a delay, but that does not excuse them from failing to prioritize their passengers. 

Since we knew a couple of people who are still working at the airport and at the hotel, her inconveniences were greatly mitigated, but what about others who do not have such networks to get their concerns sorted? 

My wife and I both worked for airlines, and we saw so much neglect, mistreatment and unprofessionalism from the airline on this occasion.