I think it is the attitudes of the pax and the AA employees. I have noticed at times that a pax will be upset because of treatment from a TA or GA and loses a lot of patience and/or tolerance for the FA. BTW (and no offense to you Sluggoaafa) I had the best ever FA working F on AA 682 (AUS -> ORD) on June 21. Thank you Karen for an unbelievable job. Too bad those Applause certs are worthless. ^^^