I wouldn't of quite put it the way you have, but I think its damn right unprofessional for any CEO to just out right ignore a customer that's traveled 12 hours because he was unable to get any help from your support and has so little faith in your company because of the piss poor PR. I would be embarrassed and go out of my way to try and resolve the situation or at least make an effort to explain.  These people that have made trips across the world to go there must have a big chunk of money stuck and instead of him taking 5 minutes out of his day and take them inside and explain the situation. Its not like he was mopped by hundreds of people. This might help put the guys mind at ease that he might get his coins back instead he just refuses to even answer the question regarding if everyone's bitcoins were safe. Which they haven't claimed anywhere that anything is lost, so if that's the case you would be expecting them to be shouting that fact as its the most important thing. So either funds have been lost and that's why he wouldn't answer, they are so incompetent they have no idea if they have lost any funds yet or he just didn't give a shit and couldn't take 5 minutes to try put one of his customers at ease.

Either way I hope its the end of gox but just like BFL are some how still around it wouldn't surprise me if people carry on using it (if they actually release funds).