First and foremost, it would be unfair for me to judge and side any one party involved in the video as it was taken in the middle of the argument and the cause of the argument remains unknown.

But what I can certainly share are the arrogance of "important people" and how their demands can be absurd at times.

No doubt that the customer is always right, more so if you belong in the VIP customer list of an organisation. Sure, this is where, even I, would expect some differential treatment in the way I wants things to run so as to maximise my own benefits.

It is however a saddening point I must say, that many of these VIPs have never felt how it is like to be on the receiving end of such errant brunts.

They have always been the high flyers and the ones that have never really seen what goes on behind the scenes of what seems to be a normal and simple job, just so that the staffs could give them the results and treatment they demand for.

Customers need to learn that they are not always right and good service from the provider starts from the customers themselves.

They need to be educated that each organisation has their drawbacks, limitations and strains, and that there only so much they can offer at any given time depending on real-time situation. The staffs, I am sure, has been given training to provide the best alternative service through initiative to their customers.

Therefore, they should be put on a pedestal for it is no easy task of handling the many kinds of customer-related demands and behaviour, all for the sake of giving the best service and care for the ones they serve. Each cent that they earn, is worth every drop of sweat.

With regards to the current issue in the video, the VIPs have seemed to have gone overboard. It has clearly shown a more patient male customer trying to get his point across to the passenger service staff and a female one who seems to have lost her cool but more importantly, respect to the one who is serving her.

It can be seen from this short clip that the service staff is trying her very best to handle the crisis in a professional manner and kudos to her for her patience and bravery to face such customers.

Like I have discussed earlier, good service goes both ways, just as it needs two hands to clap.

There are limitations to what staff on the ground can do without without first consulting her superiors on the best possible solutions and actions to be taken and if the upper management are agreeable to it.

Therefore, it would have been more appropriate to allow the service staff affected to explain her point fully and to the best of her ability instead of barging her with demands and questions that she may not have been able to provide due to confidentiality or other issues.

It would have been best to then ask to be met with her superior if they are still not satisfied with her answers and explanations. I believe that if matters blow out of hand, it is only appropriate to talk with a person from a senior position as they would be better off in explaining their organisation's limitations and implications of breaking their policy.

By doing so, I am pretty sure suggestions can be negotiated from both sides in a diplomatic and civilised manner.

I will end this comment by reminding everyone be it you are a ground staff or even a VIP, to come to a consensus that all problems can be solved one way or another and it does not have to be ugly.

And I urge all ground staffs, in whatever service field you are in, to never give up and take each difficult situation as a challenge or a stepping stone to better yourself and be prepared to handle more complex scenarios in an ever-changing society.

Best Regards,

Khairulharis