I heard it the other way around, that the passengers were supportive of the attendant and that the lady was being rude. Time sure is using a lot of anonymous sources in this article too.
And what is the deal with the girl who sounded mad that he would rather tend to his head than mop up some spilled coffee?
Like you, I read a whole different version. The version I read told that a passenger had carried on two bags and one was too large to fit in the overhead compartment. He told her she would have to check the bag and she got upset and cursed him, while also slamming the compartment door onto his forehead.
I worked in customer service for many years and have put up with a lot of rude behavior that was unjustified, all while having to grin and bear it. So, I give the guy kudos! There you have it. One who supports him! ;-)