⟩ First Class passenger is annoyed about the delay at the gate due to duty day crew change, FA won't serve drinks, the person then calls FA names, FA comes to you, Captain is not there yet, FA wants passenger kicked off aircraft, what do you do?
My airline has a complaints resolution officer. Call dispatch to bring that person in to resolve the issue (Does AA have a rep) In the mean time ask the FA to bring the lead up. Ask the lead if you could talk to the passenger and try to deescalate the situation. If the lead says yes I would take a few min and calmly speak to the pax and let him know we will do everything we can to get you to your destination safely however, if you continue to be abusive we will have to ask you to deplane. I consider my job to treat every passenger as I would like to be treated. That includes giving someone a second chance, if they still continue to act up 86 them.
