To those of you condemning the company, please detail how you believe the staff should have responded when the extra people all refused to depart the plane?
I will be happy to. Those who created this problem, the airline, are responsible for fixing it at their expense, not the expense of random people they decide to screw over.
The airline made bad choices. The most reprehensible was the bad choice of overbooking. Put simply, they sold something (a seat) that they did not have. That’s unconscionably unethical and should be illegal. If you or I tried that crap we’d go to jail.
Having done that the problem was one of their own creation. It is on them to fix it. They offered $800 for people to re-book. Apparently that was not enough. So, to answer your question, they should have responded by offering more. They offer what it takes to get people to volunteer. They sold the seats, it is on them to buy the seats back.
The thing they do not do is what they did. That don’t choose some poor sap at random to have the cops drag out of a seat he bought and paid for.