To be honest I think both parties in wheelchairgate are at fault here. A lot of other airports have self propelled wheelchairs that can be loaned out to customers not just the attendant style ones. Why not Luton ? Also as mentioned before the airport is not very disability friendly. Having said that the news report interviewed the passenger making the complaint which said that he refused the offer of being wheeled through by an attendant because it made him dependant on other people. I completely understand and respect his viewpoint but then that would make sitting on a motorised buggy also being dependant on someone else.
The customer is quite within his right to complain about his treatment but like a lot of stories that make it into the news, the issue is given some extra sensationalism to turn it into a headline.