Hi,
This whole thing to me sounds as if it could have been and SHOULD have been better addressed..
Now, that said, I do make the common disclosures that as it with with most reports, this is only one side of the story and the other side may provide more information or clarify/contradict..
but, I'll take it as it is..
I do commend you for 'owning up' to your role in the process.. it sounds as if you made a few mistakes along the way; BUT and this is an important point, I don't think that this alone is justification for rude or unprofessional behavior.
I do think that an employee's interaction can and often will "mirror" a passengers demeanor, but at the end of the day, it's NOT alright to mean, hostile or the like.
If the OP made mistakes, then let's address them, do whatever needs to be done to get it fixed and move on.. Now, if the OP were being hostile-- and there's no indication of that here-- then I might say differently.. but only from what's written here, it sounds as if the OP just wanted to comply and get going..
At this point, I'd write to AA... Let them know.. If the crew was right from the technical perspective then the 'talking point' there is HOW was the issue address; tone of voice, body language, etc.... if the crew was wrong from the technical, then there's double issues.. technical knowledge and soft-skill set.
I just don't think that in today's day and age there's a place for rude, hostile, combative, verbally or physically abusive people in the process.. and that applies to BOTH passengers AND crews... It's hard enough as it is without these people.
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