I'm sure this kind of story is much more common than we think.

If I see one more TV news report about "air rage" and how horrible airline customers are, I will scream. The media has been promulgating the message that passengers are irrational, violent folks, for many years. We never hear about the truly insane airline employees. There are probably about as many of each, but somehow the media never tells us about the (small number of) truly malevolent, misanthropic employees who, because they come into contact with tens or hundreds of customers a day, are able to ruin thousands of customers' days/weeks/months (as the passenger tries to get resolution on the problem the employee caused) each year.

I'd love to see more coverage of the "bad apple" airline employees. I know the number of them is very small, but their impact is multiplied by the huge number of customers with whom they come into contact, and the message the media promulgats that "the airline passenger is always wrong" needs to be countered.