I think it was the same last season when the deadly bio weapon was released in the building. Didn't a lot of people basically freak and try to run, including one guy who know he was infected? In other words, while Jack, Tony, and some of the other CTU people exhibit the best qualities, most "average Americans" depicted in the show are cowards. Am I wrong on this?
I don't think that you are. What I think is missing is a spiritual component to these people. Many would be making their peace with God, telling their family that they loved them (as you wrote). However, the networks have to remain somewhat politically correct, so I doubt whether we will ever see this side of a hostage.
Momma's boy Derek did at first show some guts, when he ran in the airport to try to warn Jack. So I have to give him credit for that.