I thought handling pressure was part of the job profile of an airline industry customer service staff? In this cases , someone was obviously in distress, was asking help for a genuine reason, and apparently still it does not qualify for "service" from people who were in "customer service".
Grouse against management policies may or may not be valid, but what has the poor passenger to do with it?
........try handling 300 pax with 2 staff (and there's nothing we can do anyway!)
! That is
not why any of us joined! Stress and pressure can be accepted when it's
realistic.
The way we are being treated at the moment is atrocious - both by management and the passengers - at least 50% of whom are now rude, arrogant and obnoxious (compared to about 5% five years ago!)
If the situation doesn't improve, BA will shortly find itself with no front-line staff left at all - hundreds are handing in their notice weekly - and I will be joining them if the situation hasn't improved by Easter!!!