I also think there has to be more to this than this one incident. Maybe it was a last straw event?
There is hope there. If she says he has to do a lot to put it right, what does that mean? Is there a pattern of getting drunk and being rude to people? You can apologise but, if the same behaviours happen over and over, an apology doesn't cut it when it keeps happening.
Maybe asking what he needs to do will reveal the underlying problem and give him something in his power to change things?
Lasr two letters continued Jan 24
Scottish island ferries debacle. 🏴
Another welcoming into Soop's kitchen for those who care to share...