A simple recognition of the tragedy would have allowed them to explain how this horrifying event then had knock on effects and implications for millions of ordinary travellers.
Then they could have explained each scenario from the point of such affected passengers and it may have worked.
However, as well as being insensitive it's just not particularly well-explained, which is almost as profound a failing.
It reads like a typical insurance document - which in my experience means designed to confound, block and negate.
Add that to the lack of empathy and that is why the reader feels sullied. Ee-ew indeed.