Originally Posted by deadseal

Maybe he didn't handle it like a professional and exacerbated the situation with the pax. I find it incredibly hard to believe, that with the proper decorum and self control, an adult could not diffuse the situation, and/or hand a crazy pax off to the right people. If someone tried to hound me like this I would immediately find other airline employees to circle the wagons and resolve this without raising voices or escalation.
My 2 cents