Passengers insulting cabin crew. What do you do? here is a case

[Juud]

Apocryphal or real, it's an excellent story to bring home the importance of doing things in the right order.
Thanks for writing that out 6chimes.

As I always stress in my briefings: "Whenever a pax behaves strangely, or even just triggers your gut feeling that something isn't right, go talk to him or her. Have a chat, try and find out a bit more. And if you for whatever reason do not want to do that yourself, ask me or the assistant Purser to do it for you. Better to have a few chats too many than carry one nutcase, better having a chat and find out about the dead husband in the hold than treating a grieving widow like a nutter the whole flight."