This reflects the incapable and naive PR skills of the CX management. I bet the CX management must be feeling proud of themselves for 'successfully' diffusing a PR bomb. Are they trying to create a 'generosity' and 'we pamper you' image of the airline? They must be delusional to think they have solved the problem. Actually, they are creating more and more troubles to themselves in the future! People will just come back to ask for more and more.

IMO, the key to handle manipulative and abusive customers is to be firm and consistent. Now, CX is sending a message that the airline is wide open for manipulation and abuse! Just call in the media and get mad. CX is going to chicken out and compensate you excessively.