Originally Posted by
kb9522
It's not a customer service failure if the customer deserved it. That's what the first set of questions are trying to get at.
Personally, I appreciate quick, decisive and authoritative action from staff when passengers are being unreasonable and simply delaying everyone else because of their ignorance.
It doesn't seem unreasonable for a customer to ask what her options are, but it is unreasonable for an employee to respond by screaming, grabbing, and threatening to call the police.