I could not agree more ... except that 'honour' does not come into it where a contract of carriage is concerned and a carrier that does not wish to establish a precedent.
It is most unfortunate that the young man did not realise the implications of being delayed and that no one would take responsibility.
'Shame' is the only option. He should contact his local paper - start with the local and work up towards the nationals. Don't try and jump to the top right away.
AT ALL TIMES show your actions to be reasonable, keep a record of all correspondence and tape record phone calls (or make good notes as you are speaking). It may take six months but he will probably get there.