When is it OK to bend the rules?

Incidents involving airline passengers highlight dilemmas around customer service
By Sarah Dobson
|Canadian HR Reporter|Last Updated: 06/15/2015

Recent stories — that spread quickly through social media — of employees who are sticklers about the rules have raised the question: When is it OK to break the rules? 

In May, a Canadian singer  and her young son were removed from an United Airlines flight apparently because the crew claimed he was being too rowdy and was a safety risk. Also in May, a woman boarded a Southwest Airlines flight, only to receive an alarming text from her husband indicating he would commit suicide. But two flight attendants would not let her make an emergency call to police, citing Federal Aviation Administration rules. When the passenger arrived home two hours later, her husband was dead.