Clearly, NW now thinks that things were not previously handled well and is now trying to make amends. If NW is now making amends because of the PR implications, they are in this position principally because NW had previously handled these passengers poorly at FRA.
Clearly Northwest realize the complainants were not treated well. As I said earlier, were it not for the fact that CAIR took an interest in getting NW to investigate what transpired, there would have been forty travelers stiffed by NW minus a well deserved apology and compensation. CAIR welcomed NW's revised position too.