I think employees were stressed, and perhaps a bit abrupt, but the findings pointed to them not necessarily being insensitive to this person's fears. They were very task-oriented. A number of passengers had left their suitcases on the train, and they contained medication. These passengers were worried. The employees were trying to address the problem, and perhaps they were a bit impatient.
On October 8th, 2009. See this statement in context.