YGTBSM.....

No manual I have ever seen requires any pilot to go and insert themselves in stupid situations.

You make the decisions, and guess what-the gate agent, or FAs, who whom the hell ever is actually trained to deal with irate idiots will go and deal with them.

If you step back there to do it yourself, you are the idiot-and you will soon be plastered all over social media advertising that fact. Plus, you will get a whole bunch of bad publicity for the airline.... Gee, thanks.

God. Some people are just always searching for something stupid to go ahead and jump into.