No offence but their anger towards you is their issue. I wouldn't let a family member speak to me like that!
There's not a lot that can be done is wires come down on top of a train. The recovery of the passengers on the night it happened was done well, and at good speed.
You could argue that the repair could have been done sooner, rather than having an entire day with very limited service.
But delays happen with air travel, train travel and on motorways when crashes happen. The only mode of transport that tends not to be affected by delays is by foot!
I certainly wouldn't be helping with the delay repay either!
I've had a few major rail delays in my time. Some of which were within the control of the railway, but sadly fair few have been fatalities. Either being stuck in the chaos that follows, or being on the train involved.
I've also been messed around by Ryanair at Birmingham resulting in a near 3 hour delay due to an aircraft fault, had to switch coaches on Megabus when ours broke down (which to be fair, they dealt with really well. Delayed the Nottingham by 10 minutes or so, put us on that, pulled the coach off the motorway at Rugby and then dropped us off at the bus depot. Another coach came straight out and took us to Manchester.
And more crucially, I've been caught up in motorway closures more than once, one of which made me nearly 3 hours late for work. I've never been that late for work on trains, and I usually only drive when I absolutely have to as it's often such a miserable experience driving through Central Manchester. So, statistically speaking given I spend far, far more time travelling by rail than any other mode, trains are infinitely more reliable.
I think it's psychological in part. You're in control when you drive, obviously on a train you aren't. Plus given it's often more expensive to take the train than drive, people do quite understandably expect a higher standard then they often get.