Flying as a passenger is not a pleasant experience these days and also very stressful for many...empathy with passengers concerns such as in this case for example how angry many of those passengers must have been being delayed, many missing work, business appointments etc. should be taken into account and the situation dealt with accordingly...
Doesn't excuse it but there was an appropriate way to handle this situation (as it has been described in the press) and I dont think what actually happened was the best or most diplomatic way...
Those passengers will remember VS for all the wrong reasons...and how many of the 300 will choose to fly again with them...
I think we lose/have lost touch with the passengers needs and problems...a few more flights as pax. really opens your eyes
