Tightslot
Re part 2 of your post, you have my sympathy.
Re part 1, I think you have perhaps missed Hartington's point.
You could re-read his last sentence and then reference the article below
What's in a Name: Our Only Label Should Be Our Name: Avoiding the Stereotypes
Labelling can and does create negative stereotypes, which influences the way the labeller thinks about those labelled and then deals with them.
In recent times, on here on other travel related fora, a number of people have complained about the surly attitude of some BA cabin crew.
The OP is trying to make a link between this attitude and th elabelling of passengers.
If you ask me, any such behaviour it is more probabl due to demotivation and anti management ire, but nonethless it is interesting to think about how labelling stereotypes or demonises.
After all, 'scab' is a powerful word, isn't it?