sorry = an expression of regret
regret = a feeling of sadness or disappointment
sadness = a feeling of unhappiness or grief
disappointment = feeling let down or frustrated
Can a thing feel sorry?
Can an organisation (irrespective of the individuals therein) feel regret?
Can London Midland really feel sadness or disappointment at the late-running of my train?
Then who exactly apologises for the inconvenience caused?