I continue to read this thread with interest. So nice that a passenger on the flight has made a comment on what actually happened.
Katie :
Could you expand on what went on and what/who you think was to blame, please ?
It would be nice to find out your views and I for one, am sure would gain something, which could be passed on to my colleagues.
For those not resident in the UK - We do not considder The Sun or The Mirror as newspapers. You get more realism and less sensationalism in Batman Comics.
On more tenuous contributory factors to "Air Rage" I always find that giving the passengers all the information and what we intend to do about it passifies the situation.
We use the acronym "NITS" in our airline (as I am sure do many others in the UK) to brief the cabin crew of any non-normal situations.
N = Nature of the situation /problem
I = Intentions
T = Time
S = Special instructions /procedures
Whilst this is an excellent tool for CRM and improved communications on the flight deck, it is also a good thing to use when informing passengers of problems, delays etc.
Whilst everyone agrees that getting through the terminal is probably the most stressful part of the journey, lack of information is equally stressful IMHO.