The problems in that article are typical of the problems passengers face.
Although some of those noted were within the control of the ISM, usually they're not. When passengers start threatening that they'll write to the company, the smart girls say "go ahead, please do, they might listen to you, but they won't listen to us".
I've been approached in the galley by passengers before with gripes, and if it's something outside the control of the crew, then my response is the same. I love the shocked look on their face - they find it absolutely unbelievable that passenger feedback of deficiencies given through the crew will be totally ignored.