I don't like j* and I don't work for em, but this is all standard stuff, seen better airlines do much worse.
Firstly at least they communicated in time before they landed in HI, at least someone was there to do that and sounds like they made some good logical decisions.
Staff don't get that much time these days due to lack of info, then what actions to take?
Sounds like the rep just crapped on and tried to cover his ass without understanding the real justifications for the decisions that where made for J* at the time.
I would normally expect J* to just go on the merry way and land in HI in silence, then realize the **** their in and give the finger up to the pax once their stranded.
Someones thinking but probably not getting paid for it!