Vagabond,
(First off, thanks to everyone who's complimented CAL on their great service and agents..........it's nice to hear ((or "here" to some on this forum..)), especially in this day and age). Your story is not alone. Most days I'm glad I'm not a gate agent, mechanic, FA, nor anyone else for that matter. It's always amazed me how "everything" (including the weather and ATC delays) are ALWAYS the airlines fault, and anyone associated with that airline gets the proverbial tongue lashings. I've always found that "educating" the passengers a little bit goes a LONG way to settling them down. Once you start answering questions (provided you're in uniform and flying the trip), more and more passengers gather around to hear what you have to say, and then they are usually satisfied. FA's are told that they are to leave their "bad days" at home.......passengers are paying for a service, and that's what they're supposed to get. Unfortunately, everything doesn't always go smooth and frustration sets in. I usually try to be there to settle the passengers down, and also let folks know the REAL story. When I tell them not to take their frustration out on the agents/FA's, mechanics, etc., they seem to understand that WE are just as frustrated as THEY are. I'm sorry for your experience, but it's just one of those things that happens. I guess it's like my mom always says (and she's ALWAYS right...), if that's the worst thing that ever happens to you, then count your blessings! Come see us on CAL, and stop up and say hello. We'll try and give you a great experience! Happy Holidays.