How would you rate the following service-encounter experience?

You are going on a trip to see a play in New York City. Your airline flight sits at the gate awaiting the pilot and co-pilot at 8 am in the morning.

You sit and you sit. After one hour, all passengers are ask to leave the plane, take all carry-on bags, and are informed that the flight is cancelled.

Neither the flight attendants nor airline gate personnel apologize. At the rebook counter, you are informed that you’ll receive a full credit for this flight (i.e., zero cost to you). You take off on a substitute flight the same morning. It arrives in NYC at 2:35 pm. The replacement flight is on-time and all goes well. You arrive three hours and forty minutes after your original arrival time.

Describe your negative and positive reactions to this experience.