Originally Posted by
tallpilot
In my experience the key is staying in your seat. Let the customer service personel handle these situations. Without a nice cell phone video of 'Captain Friendly' there isn't a story for anybody to run with.
Incidentally, I can count on one hand the number of times I threw someone off. In each case the passengers nearby clapped. That tells me everything I need to know. Those who witnessed most of the interactions thought the person was a jerk.
I start my trips with a briefing that I prefer de-escalation strategies. But again I always support my crew members even when they are wrong. You are free to make your own decisions about your leadership style.
i understand your position, and I think I probably would agree with you if we were given the same sets of circumstances. But I think it’s a problem if by “support your crew members” you mean “defer your captain authority to them.” I think that’s not what you mean, but it kinda reads that way if you let them make your decisions for you