Originally Posted by christep

If true, this is quite outrageous, but I have to say it doesn't surprise me at all given the trend apparent in CX's premium cabins that many have commented on here.

If I had seen that I would have been straight off to have a quiet word with the ISM, and then, depending on his or her response (and exactly how grovelling the apology to the passenger in question was), a suitable letter with all the relevant names to Customer Relations, copied to some senior CX management.