Take them to court
Yep, Australia 2023 - I live there...Crew and Police and trained robots, no initiative, no brain, no empathy, total lack of problem solving skills - do it by the book and paragraph. Try talking to jetstar customer service - I'll take my chance with a google AI once it replaces them all.
I hope that this guy takes them to court, the passengers provide sufficient evidence and he gets a couple of millions. Its the only way to change things - hit them where it hurts.