All that is really required of airlines (that they have done very well) is to get us up in the air and down alive. I know that is what I pay for.

The employees' actions dealing with the passenger lacked communication skills and common sense. But the employees were also dealing with the pressure to get the plane in the air for all the other passengers and the "schedule" and probably not having the authority to offer much to entice one passenger to get off. I bet $2-3 thousand dollars cash would have moved many off the plane. Once they called for help from security, the employees lost any control to the security staff who roughly got the passenger off the plane.

Comes down to once a passenger is boarded and seating, they should only be allowed to negotiate to get them off unless a danger to all the other passengers.

I also wonder where the captain was in all of this but probably engaged in all the preflight duties to get a plane off safely. So a bad time all around to be dealing with this on a plane.