well i have an answer about the irate pax . but conflict with my boss , this one would be a tricky one because you dont want them to think that you like to go and gove out to your boss , any ideas , i was thinknig about somthing along the line of . i'd never get agressive or raise my voice but sit dowm and explain my side of the story and try work things out that way , will need to re word it but ya get what i'm say