Originally Posted by FrequentUnitedFlyer

I agree this, and I would have done the same if I were in this situation.

But this was not what Oscar did. He attacked the customer first without getting all the facts. I don't think he knew back then whether the GA followed the SOP or not. The safest thing is to offer his sympathy and say that he believes all United employees are trying their best to serve our customer. A generic statement can calm everyone down. Why adding more fuel to the fire? Because now people would think that Oscar was lied to. Who lied to him about the customer being disruptive and belligerent? Who else? I think this puts the GA in a much worse situation.