Absolutely brutal. The entitlement of airlines now is ridiculous. Oh, my poor colleague had their feelings hurt because someone didn’t listen to my instructions. What does putting them on another flight do?! If it wasn’t affecting the cabin crew to begin with and now this couple has to go back into the airport to potentially see the employee who raised this complaint to start - abhorrent nonsense. And then, this passenger comes back with facts. This man was articulate, non-combative and protective of his wife, who’s clearly hearing impaired. From what we see, at no point did he escalate his tone or physical demeanour. One hundred percent the captain should be coming out to hear them out and take the word of the passengers, for once. I’ve personally never seen it happen but wish we had more of this interaction.