Don't jump to conclusions here, witnesses that I have spoken too have raised doubt over whether it was just 'verbal' abuse that the groundstaff were subjected too. Obviously being a current investigation no more can be said except for the fact that one has the right to defend yourself or a co-worker if they are being physically assaulted. Is it acceptable to punch a passenger....no, and in this case the person in question has lost his job and been arrested. Should customers be able to subject workers to verbal and physical abuse.....no. I suspect the 'civil action' and police investigation will amount to nothing once the real story starts to come out.