Interesting read! There's a lot of good points made in the thread.
For me, when i am dealing with a train full of passengers in a situation which could 'flash over' at any minute with very little provocation : such as i would imagine was the case on this train full of 'merry'football fans : then i can - and do - say anything and everything which gets the passengers on side. They need to know i am doing my best for them, that i am on their side, and that if they give me a little bit of time ill solve whatever the problem of the minute may be and get them where they need to go.
Unlike many of my colleagues, i am yet to have my train smashed up, have never had to summon assistance to deal with violence, have never been the victim of violence, and rarely am the cause of any delay.
I often take an 'you and me against the world' approach : it resonates with people, they can identify with it, especially when they are in drink. I don't disparage my employer : but then i don't think the crew did so in this instance.
It's easy to talk about the world in terms of 'should', and 'ought to'.
For me, the safety of my train, my passengers, and myself overrides any consideration of reputation.
Thankfully, both my line management and my hefty file of 'customer praise 'are in complete agreement!