He addresses the low wages right at the start. He also addresses shitty customer behaviour and shitty employer demands. And yes, he also touches on tipping. I think the article is pretty well-rounded.
I feel that policy supported wage floors for tipping isn't addressed enough, if at all. Sure, they tried to get rid of tipping, but tipping here is only a problem when a former policy maker says, "tip because the policy supports it." I don't agree that policy should be reliant on goodwill but rather policy should support outcomes of goodwill.
That's the only part I find missing, especially considering the conclusion which doesn't strongly suggest policy around labor and wages as a cause (or even a solution).