Have to agree with 126.9 here - a high proportion of air-rage incidents are public relations problemettes which get out of hand as a direct result of the immature behaviour of stewards/stewardesses who unfortunately have their heads filled with regulations and an inflated view of their own importance at the training stage and completely lack empathy and basic people skills.
And Rongotai, why should passengers have to put up with the "grumpiness" of people working under pressure? Grounds for complaint here alone, surely?