If TUI had handled the matter a little more graciously after the flight, then we may never have heard of this story in the press.
If the family were fairly and promptly compensated from the outset for the inconvenience caused, it is unlikely that they would have gone to the same lengths as they have done to gain media exposure.
The spotlight should not be on the crew but rather those who were responsible for not providing the level of customer care that one would expect after the flight had taken place.