Originally Posted by
DirtyProp
I really don't know what to think.
The family got off the plane, and they kept asking for the reason for this but none were forthcoming.
Meh, they knew the reason. In the video from the plane, the woman asks rhetorically if anything "physical" happened which indicates that she knows that there was a verbal altercation. The gate agent played it correctly. The family was obviously in "deny that we did anything wrong" mode, so further conversation about the incident it futile, and best left to a supervisor. I wouldn’t be surprised if there's something in their manual or training which recommends exactly that, referring the passengers to a supervisor, in such a case.