Danielle had explained that she could not provide one.
Marcus had become increasingly frustrated.
The airline’s review also found that Danielle had been dealing with repeated questions from passengers throughout the delay, while trying to keep the aisle clear and prepare the cabin for departure.
None of this meant that she was entitled to speak disrespectfully to a customer.
It did, however, challenge the suggestion that she had suddenly lost her temper for no reason.
Then investigators spoke to Emily.
Her account added another layer to the story.
“I was scared,” she explained. “I thought I was going to be stranded. The flight attendant stayed with me and tried to help.”
The investigator asked whether Danielle had shouted at her.
“No. She was patient with me.”
“Did you see the argument with Mr. Reed?”
“Yes.”
“What did you notice?”
Emily paused.
“He kept moving into the aisle when she was trying to get past him. I think she was getting frustrated, but she was also trying to keep everyone safe.”
