It doesn't stop anywhere. After the initial quantum leap that you can take something that doesn't belong to you, everything else is just a matter of degree.

Elite travellers must be among the worst of petty pilferers. Some Qantas lounges will ask for your boarding pass before giving you a towel to use the shower. I've forgotten how many towels they told me went walking before they adopted this measure. In the old days these urchins would take the modem cables from the lounges. Qantas even told me that the phones themselves were disappearing.

It's wrong no matter who does it or who they steal it from. But it particularly galls me when it's perpetrated against such a customer-responsive airline as CX. Evidently the best service and the nicest FAs are too good for these glorified cutpurses, and I wouldn't be surprised if some of them are dressed in suits and sport impeccable manners. The most frustrating thing is that almost nothing can be done about it. As some have observed, the airline can't risk making a mistake and offending an honest passenger. What might happen eventually is that the airline will simply stop using these cute pebble shakers. A minor loss, perhaps, but something of what defines CX would be lost.

Actually, that's not completely true. They could put a little card on the tray which says something like "We hope you enjoy our dining experience. Service items used with your meal are available for in-flight purchase". (Hotels do that kind of thing for their bath robes and so forth.)

it doesn't matter whether a notice is placed. customers especially those who think they paid for it will still pilfer. And i think that customers from down under as well as the americas are just as bad if not wose than asian customers. These customers will even have no shame trying to argue and make wild accusations about staff attitude to get what they want.

Take out your DIGICAM and film the FA while he is making his accusation. I'm very sure that he wouldn't dare to be rude and untactful, knowing that whatever he is saying is being recorded.

Agreed that the FA needed a referesher on customer service, a lesson in general courtesy, and a reprimand, but really now: a lawsuit? I take it you would also consider filing one if a member of the wait staff was extremely rude to you in a restaurant?

In this case the FA wasn't just being rude to a passenger. He allegedly accused the passenger of stealing, i.e. a crime, without cause. There is a big difference.

In general when a representative of a corporate entity directly or indirectly accuses a customer of a crime and their accusations turn out to be false the corporate entity opens themselves up for possible litigation.

In the retail industry, before acting on a suspected theft, it is universally known that the following steps should have been satisfied to prevent legal repercussions:

1. You must see the shoplifter approach your merchandise
2. You must see the shoplifter select your merchandise
3. You must see the shoplifter conceal or carry away or convert your merchandise
4. You must maintain continuous observation the shoplifter
5. You must see the shoplifter fail to pay for the merchandise
6. You must approach the shoplifter outside of the store

These steps, adapted for the location of the alleged incident would likely be

1. You must see the accused take your merchandise
2. You must see the accused conceal or put away or convert your merchandise
3. You must maintain continuous observation the accused
4. You must approach the accused outside of the plane.

In the alleged incident, none (0/4) of these steps have been taken.

Let's take a look at what the FA allegedly said once again

From these words, it is easy to come to the conclusion that the FA strongly implied that the passenger had stolen the merchandise. Not only that, but he also threaten to search the said passenger's belongings. Oh, the trauma...

I hope this comment was made with tongue firmly in cheek, because if not it is extremely insulting.