These people sound unlucky. But once a safe landing was made (I'm ignoring the standard crap spouted by the main witness) the airline the started scoring own goals. When things have gone to worms, like the schedule, open up the bar trolleys and galleys and start giving stuff away. Then start being honest. Tell your passengers what needs to be done and how long it might take but at the same time give no guarantees, Murphy and Sod will get you very quickly if you do.