Customer angle
Just two observations.
I expect news media make up the stories because the airline industry and airports appear to have no idea how to keep people informed. The reaction from these passengers is just showing how upset and angry they are. A more customer focused industry might see this as something to be concerned about and not attempt too belittle and criticise the ignorance of its customers.
For example "stuck on the runway" may be factually incorrect but we know they mean stuck on an aircraft somewhere at Heathrow for 5 hours in a blizard with no information and probably no refreshment. It's a frightening place to be.
Secondly, BAA keep putting up this young looking lad with lots of hair as their spokesperson in these chaotic times. Not sure how qualified or how much he knows, but listening to him on R5L the other day he appeared to have very little accurate information. Is it any wonder the news media bypass such people? Where are the chiefs?