“There’s so much you can’t control on an airplane. There might...

“There’s so much you can’t control on an airplane.  There might be a delay.  You might not get the seat you want.  Or the meal you want.  Or there’s a screaming kid behind you.  Maybe you need to go to the bathroom, but there’s a trolley in the way.  And when the trolley finally moves, the seatbelt sign comes on.  It can be very frustrating.  There are so many rules.  It can be especially frustrating for people who are used to being in control.  Maybe they’re in charge at work.  They’re accustomed to being highly visible and highly powerful.  They’re not used to being part of the crowd, following the exact same rules as everyone else.  So it can make them feel insignificant.  They can lash out.  And if that happens, I’ll do whatever I can to solve their problem.  If the demand is too unreasonable, I’ll try to give them a grounding moment.  I’ll say: ‘Sir, we are in an aluminum tube, 30,000 feet in the air.  How can I possibly help you?’  And that’s normally enough.  Most people are just stressed.  They just need a moment.  And I’ll bend as much as I can.  But if they call me a name, or try to touch me, that’s when I get stern.  You can be as mad as you want at my company, or my uniform.  I get it.  I understand.  Just don’t come after me as a person.”
(Amsterdam, The Netherlands)