Y'all are right...clueless isn't the right word for grandma. Probably more like inexperienced. Clueless was actually the jerk who was going off on her.

I've already been the recipient of some good airline karma myself in my various travels and believe in passing it along. Being crammed in a metallic germ tube and rocketing throught the sky at a few hundred mph is bad enough. Why not try to make things a little more pleasant? Instead of being such a jerk, you'd think the guy would have taken some pleasure in seeing how excited grandma and the kid were. It was really cute watching her beaming at him through the seats as he oohed and aahed. After way too many air miles of my own, it's neat to see it through fresh eyes sometimes.