Airline Soda Dispute

When looking at the yahoo news today, there was a story about a man suing an airline over a soda dispute. Basically the man asked for a soda, the steward told him to use the console, the customer declined using the console and the steward left without serving him his drink. He did not receive his drink until the third flight attendant. When the man attempted to leave the plane, he was escorted by police to be questioned about the encounter on the grounds that he started directing profanities at the crew. He is now suing the  airline for experiences of "depression, worry, and anxiety surrounding his detention by law enforcement." for 50,000. I believe both sides are overreacting but the Virgin Airlines overreacted first. I don't think that the person's demands were so unreasonable that they couldn't accommodate him and provide good customer service. I think it really says something about a company's customer service when they both do not provide good customer service and make a bigger deal about it than necessary. Do you know any other examples of bad customer service and escalation of the event more than necessary?

http://gma.yahoo.com/blogs/abc-blogs/man-sues-airline-over-soda-spat-135121857.html