I don't get it either, to be honest. It seems like her manager and customer care tried to downplay it as to reduce their own problems. They didn't want to cause any incidents, couldn't be bothered to track the passenger down and potentially rip him from his flight, just downplayed it as an accident and she wrote a report form that was later destroyed during the company changeover process. Surely the destruction of paperwork like that is illegal?
I legitimately think that people don't give a shit about the staff in that place. Below a certain wage, you're seen as less than human, especially in comparison to the passengers.
When I was in that position years back. I was part of a team that had to quickly connect a wheelchair passenger, and some woman in her twenties who was unrelated to the group, requested that I help her with something. I said that I couldn't as I had to help my existing passenger, and as I was pushing my passenger out, she was outright screaming at me "FUCKING PIECE OF SHIT!" and "USELESS FUCK!". I directly requested help from both my duty manager, who was on the scene, and a security officer, requesting that they get her away from us, and they just shrugged their shoulders. I chased them up after I had taken my passenger to the cab and returned airside and they said that there was "nothing that they could do". Absolute bullshit.
I did push for things and I did recommend things to her, but she kept telling me that there was nothing that she could do. You can lead a horse to water I guess...
I hate the UK. It's a pretentious lie.