If you look at their Twitter mentions (especially earlier in the day), you will see a ton of angry people. I'm sure lots of people aren't on Twitter, but why not engage with those that are and are feeling angry?

> How does a short uninformative tweet help you more?

The point I've been trying to get across is that a lot of people just want to have their frustrations acknowledged. An honest, real reply from a human (not a bot like lots of airlines use) can make people feel heard and do a lot to restore goodwill.

They can also link to the status page in replies for more technical details.