<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by JS:
Hi, Jana. Thanks for your reply.
Question -- doesn't this happen all the time? People blame the airline for everything every day.
I used to work with the public, and when I first started, I didn't know some people would treat you pretty badly. Soon enough I learned to ignore them. "It's all your fault!" turned into "blah blah blah hmmm hmmm hmmm blah blah blah" in my mind. 
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Yes- I'm blamed for poor weather and mgmt. decisions and a myriad other things that I cannot control.
However, I can control my attitude. If I start ignoring the things people are saying, I'll become like many csr's that should have quit the job long ago.
I try not to take the comments personally and realize that, to many, I AM UNITED. Most of the time, the customers that "go off" on me come up later and sincerely apologize for their behavior.
It all comes with the job.