Perhaps - but they, as employees, would be safer from repercussions as it was someone else's responsibility to provide the required equipment. If they decided to take their own initiative and help the guy, he ended up hurt and sued it would be their ass, not someone else's. Not saying its a good mentality but many industries function on CYA above all else
It sounds like neither plans were taken to gates with a jetway. I am also doubtful of them being able to get a catering truck to help as the catering truck is likely not Delta's and that company would have to take on the liability if something went wrong
That said I very much doubt the situation is as bad as he makes it out to be. Probably hoping for a 'go away' settlement