I agree with jasons policy however I do not feel that it was a meltdown as you have described. The amount of times people asked for said photoshoot, and now that he has given them the opportunity, they are asking about refunds, in the highly unlikely situation that a guest would pull out. I don't think that any other company would talk about refunds in a group shot prior to a guest pulling out. And atleast Jason is open enough to questions to have a forum where you get a reply. The replies may come a little slower than usual at the moment but he has two of the biggest conventions in the UK to deal with across the next two months. So he will be busy.
I know I would be a little more than annoyed if I had to put up with half the flack he has.