I agree that we've only heard one side of the sick child story and that's why FR should get their side of the story out fast. It may well have been the case that they arrived - on spec - far too late. But these reports will now be added to the 'legend' of FR and turn up in web searches.
A well written press notice, giving their side of the story and a 'We are sorry that we could not help on this occasion but are very glad to hear that the family were able to get a flight ... blah blah etc.' would help them in the future.