I think we need to keep the following in mind here:
It would be unfair to categorise all cabin crew like this but it is this extreme situation that interests me
This is an extreme situation detailed in the account and let's face it, the whole situation could have been handled better had the CC not been quite so agressive. Perhaps the intimidation brought this out in her. If the lawyer had not tried to be superior in the way he spoke and patronise the CC.
An unfortunate chain of events but the main point he is trying to make is the 1st one of the way the PAX were addressed. From the way the article is written it appears to be harsh. How accurate all the facts are we don't know.