I think the problem with 5J is how they deal with situations arising from delays. I think this is the major part of contention when you talk about 5J having bad CSR.
Delays are given, in any airline, in any countries, even the best airlines the likes of CX, SQ have their share of flgiht delays, in times like these, it really matters how you handle the "
needs" of the customers and address them...above all, give them accurate and truthful info and in one video I saw, the manager should have faced the passengers and not play hide and seek.