EAAFA
Bit harsh wasn't it? I know we've all come across people like that but isn't part of the training supposed to prevent people like this winding you up. Okay, I know you get it every day and maybe that was the final straw but it reminded me of a similar story years ago. It turned out that this particular awkward passenger had been told by her GP that her husband had terminal cancer and the only thing on her mind was how she was going to tell him. Remember, a minute to say something, a lifetime to regret it!
As they say at interviews " If you could have handled it differently, what would you have done?"