Vortex, you really do seem to be more concerned with how you can outsmart a member of cabin crew with technical information, which you believe they are unlikely to understand, than to just comply, like a decent person. You also seem to think because cabin crew cannot recite particular laws, they are wrong in their requests to comply with company safety regulations? Well, let me break it down with the only law YOU need to be concerned with - The Air Navagation Order, part 19. Article 141 "every person in an aircraft registered in the UK shall obey all lawful commands which the commander of that aircraft may give for the purpose of securing the safety of the aircraft and of the persons or property carried therein, or the safety, efficiency or regulation of air navigation". Basically, what that means to you is, regardless of what one airline may allow to another, what a cabin crew requests you to do based on safety grounds (cabin crew are acting for the commander, therefor the request is BY the commander) you must comply. By law.
Should you argue, challenge or refuse to comply with these safety requests from the cabin crew, lets move onto Article 142...... "No person shall, while in an aircraft use any theatening, abusive or insulting words towards a member of the crew of the aircraft. Behave in a threatening, abusive insulting or disorderly manner towards crew of the aircraft. INTENTIALLY INTERFERE WITH THE PERFORMANCE BY A MEMBER OF CREW OF THE AIRCRAFT OF HIS DUTIES".
So, you may feel cabin crew don't know the particulars of what each peice of technical equipment may or may not do, however, that's not really important. If a crew member has asked you to stop using your laptop whilst the aircraft is taxiing, it would be in your best interest to do so. If not, we go back to gate and have you arrested. SIMPLES.
Going back to the original topic of this discussion, there have been excellent suggestions on how to deal with upset customers. I personally feel, if the customer feels listened to, validated with genuine empathy, with an objective of resolve, in whatever way you have power to do so, 9/10 they are disarming and appreciative. I think we all can get disgruntled at times when our expectations have not been achieved, quite right, but it is how the person deals with the complaint we often remember.
Last edited by Doorstomanual; 1st May 2013 at 00:49.