Max Continuous asks why I tolerate what I called 'normal grumpiness'. I have a dilemma with this question. On one level I agree with him.
But if I see frustrated passengers queued up in 4 check in lines while another three stations are unmanned, then neither the passengers nor the staff on duty are responsible for the tension that is created - it is the airline beancounters who have undermanned the operation.
I am very unwilling to complain about an individual in such circumstances because I know that if I do it is not the management who are responsible for the situation that will take a hit, but the staff member on duty.
My standard is that I expect staff to do their jobs properly, I don't always expect them to be happy. Under pressure I can get grumpy as well. If a person providing me with a service is in a bad mood, I make some judgements based on available evidence about whether it is their own gratuitous behaviour, or a response to imposed working conditions. I then complain to the company, or not, according to that judgement.
Actually, when ORD is closed by a line of thunderstorms on a Friday afternoon, or when Ansett suddenly has its 767's grounded, the best thing to do is to empathise with staff regardless of their individual demeanour. Not only does that help to ease the situation rather than exacerbate it, but from time to time it results in some snarling monster miraculously finding me a seat on some other flight while everybody else remains stuck and engaged in mutual hostility.