This is a shocking piece of journalism.
But I do wonder: if this kind of incident ever happens to you guys, will you symphathise with the passengers, reassure them and EXPLAIN the situation so that they don't give these ridiculous quotes to the press (if they're actually true), or will you just ignore them because you know best and, well, they probably wouldn't understand anyway?
If you want to improve the media's understanding of aviation issues, you have to engage, not hurl abuse.
Just a thought.