We really are in trouble then, if this incident is being is downplayed like you are talking about. If we now work in an industry were it is should be seen as acceptable and “brushed off” for someone shouting in your face, then that is scary. Haven’t got a problem at all with people complaining and being assertive when it comes to complaints about the train service, you only have to look around at the UK rail network to see that’s its definitely justified. But what happened last night, just isn’t normal behaviour from the member of the public. And the member of staff was rightly justified in their actions.