We can each only comment on our own personal experiences. I don't believe it is ever okay for someone in the service industry to get snarly with their customers. I have seen some amazing self control with horrible customers. Maybe it is a function of the routes I fly, or maybe I just don't fly enough. I just haven't experienced it. I believe that, to say 25% of the staff is this way, well that is quite overstated. They are all people and I am sure that each of them has days when it is difficult to excersize that control, just as I do.