The Captain and crew made the right call on that one. It can be a very difficult call to make as often your only getting bits and pieces of information as it transpires, second hand and over the phone. I've learned to ask a lot of questions and encourage de-escalation if possible. I'd rather not have to deal with it but it's what we do, move people and people are complex creatures.
Never easy having someone removed, we all just want to get were were going.