I agree that QF may lack a little/lot in the way they are dealing with the public, but they do so because they can; that's commerical reality.
Besides, there are a lot who like old boiler FA's, hard as nails, who think they're in charge of the aircraft.
As for Sam, I have never known of somebody so insignificant who attracts so much attention. He is no more than an immature, self promoting w****r.
I saw this quoted here a while back:
The amount of publicity he attracts is inversely proportional to the square of his importance and intelligence.