“If Jack freeking Hanna says they made the right call, THEY MADE THE RIGHT CALL!”
People are missing the point here. You can agree that the zoo did the right thing under the circumstances while still thinking the parents were negligent and need to be held accountable. They are two separate things.
And I would bet a WHOLE lot of money that the parents will sue the zoo before this is over. That will show just how grateful they are to the zoo for “doing the right thing”.
There also should not have been any way in the world that a kid could crawl into the exhibit.