As good a the on-board customer service is, they have to be heavily criticised for their lack of management.
The first incident they did not respond well following the loss of the aircraft, they were jumping all over the board, and of course there is the fact that they didn't report their aircraft missing for several hours which is incredible.
The second incident, there are many reports that say the advice was NOT to fly over that airspace as it was in a war-zone. Why would an airline even risk flying such a route ? Many other airlines, including all US based ones have been avoiding that airspace.
If an airline does not care about the safety of its passengers and crew, it should not be in business.