What airline would not want to mitigate the chaos and disruption and minimize the number of stranded passengers and impose a rigid policy instead, even if it costs a lot in cash and in goodwill?

The article is an assortment of loosely (if at all) connected statements which are arranged in such a way that they leave an impression of intentional sequence. You pick up a statement by the airline's representative, leave out your original question, and present it as a direct response to some very vocal accusations.

This is directly from Michael Moore School of Journalism.