I have to admit I feel a little bit of sympathy for this family. I had a very similar experience with my ds just this morning. He rides the bus to preschool and he decided on his way out the front door that he didn't want to go. Well, he had to, because as soon as I get him on the bus, I have to leave for work. Anway, I spent about 10 minutes (usually takes 1-2mins) trying to get him in his seat and buckled in (he wears an E-Z-On vest w/the lapbelt) and when I got off the bus he was in tears (tore my heart out). I was really so close to just calling in to work late and driving him, but his bus driver assured me he would be fine.
We've also had experiences towards the end of long plane rides where he has not wanted to get back into his car seat (can't expect a kid to stay buckled in for 6+hrs, he needs to stretch his legs a bit too). So I guess I feel for the family having been in similar situations. I'm sure it didn't help that they had the added stress of having 118 other passengers watching the whole thing go down. OTOH, if that had been us, I hope I would have been a little more understanding of the airlines situation. They're running a business and other people are depending on them leaving on time. I think it was appropriate to put the family on a later flight if they had given them a reasonable amount of time to rectify the situation and it just wasn't working. The extra tickets were a bit much to expect, but that might also have just been a ploy by the airline to boost their image by offering them.
So I guess I can kind of see both sides.