Sunwing flight from Edmonton to Cuba makes unscheduled landing back at YEG

While they may not know a bit more than when they started, it is human nature for people wanting to know what is going on, to be informed of what happened and what is being done to rectify the situation. There has been no formal study, but the biggest part of the airline complaints that I hear and see are due to lack of information. I will never forget a UAL commercial years ago regarding the same, with a bunch of middle management at a called meeting; then the boss didn't show up for about 10 minutes and them not being told anything, leaving them totally frustrated. He did it on purpose, and then highlighted that feeling after he got there. Most of those folks have probably retired and they need it again, not just UAL but all of them. Customer perception is key to an Airline's wellbeing. these days.