It may be me, but I think there's an element of sarcasm there......
Must admit, as humble SLF i find the original post a little insulting. Both the pax are requesting things that they were told would be available. And as for the comment --
Me: You're welcome to try to transfer but as we're at 35000 feet it might be a bit awkward.
Please pass on to HID that I bet that pax ain't flying with your lot again!!!!