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
Unfortunately in the real world it doesnt always work so nice. Yes it is important to ba an adult and de-escalate, but you cannot count on others to do the same. Some people are troublemakers. The kansas city guy was clearly trying to get his 15 minutes. You cannot help that. The pilot was simply trying to get out of there. If it were me I would have been calling the police. Why? It is a major security concern if someone is trying to photograph your airline ID.