It sounds like a very bad holiday and sympathy to Mr Roth and his family. What I want to know is how he intends to present meaningful evidence of this poor service in court.
If it's his word and sobbing family vs the airline with a recorded booking system i really cant see he's going to get anywhere. As far as staff laughing at leaving them stranded, I can only assume he was either so obnoxious towards the staff to start with that they were laughing at him for being rude, or the staff were laughing at something else that Mr Roth missunderstood as a dig at him.
smacks of exaggeration somewhat.