The most important lesson I learned in customer service was that you should never give an entitled person exceptions to rules or allow them to get away with gaming the system. The thing is, it's hard to stand your ground and face a possible complaint, but if you're firm and fair with them once, that's the only time they'll be a problem. But, as soon as you let them have their way, they're going to keep coming back and be a repeat problem for you because now they know that you and your organization will bend over backward under the right amount of pressure.
That seems to be the rule of thought that is at play here, with the ride attendant firmly handling the entitled family so that they don't face an even bigger problem of everyone wanting to flout the rules. You can't help but wish that every entitled customer would be put in their place when they're trying to break the rules, but unfortunately, more often than not, they get away with it Scott-free.
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