Two things spring to mind with irate pax and why they get in a strop.
Firstly, it's ignorance.Basically they havent a clue what the hell is going on or happening to them especially if something goes wrong.Then they become frightened,and when one becomes frightened they get aggitated.Perhaps if programmes like 'Airline' were to show something constructive, instead of staff bashing, we would all have easier lives.Educating these poor souls is the answer.Show an article about a pax being dragged off an aircraft by the boys in blue, for giving too much grief to the crew, and let them see the consequences.Then they may think again.
Secondly,Watchdog syndrome.Thanks to dear old Anne Robinson,pax now think it is quite acceptable to kick up a fuss and that they will get what they want,if and when things go wrong.
I've lost count recently at the amount of people who have said,'Watchdog will be hearing about this'.
P*ss off. Next.