(16 Jan 2016, 8:03 pm)DaveyBowyer wrote If a punter has been a complete and utter k**b towards a driver (not just something petty like not having the right fare although annoying), then I can kinda side with a driver on that one. It's when a small minority of drivers kick off with passengers over petty things like the above where I don't side with a driver and alot of petty things lie at company level rather than the passengers (change giving over security vaults, bad timetabling etc).
Why? The employee should be professional about it, and try and defuse the situation. Not pour fuel all over it.