In light of recent news about passengers heckling the AA crew and the subsequent cancelation I started thinking of all the times I and my crew have been harrassed by passengers for either running late due to aircraft swaps or even comments about sobriety. The question comes up as to how best to deal with this? Would you just ignore the passenger and go about your normal duties or politely tell the person that if he wants to get to his destination that he had better refrain from making anymore such comments? At my company it is unclear how our management would support us for removing apassenger for making a comment such as "Hey are you guys sober enough to fly the plane this morning?