So individuals aren't responsible for their own actions?
Of course they are.
Also they are the ones we have dealings with and if organisations back their staff regardless what redress do we have.
Organisations frequently don't back their staff, which is why methods like plastering their actions all over social media are a very, very bad idea. It's extremely unfair to the staff concerned.
Picture the following scenario, if you will.
You're a guard. You have to get up at 04.00 to start your shift, but your extremely inconsiderate neighbours kept you awake for hours by playing loud music until 01.00. Your shift has been a difficult one - lots of delayed trains and a major event keep you on your toes all day. Still, you get towards the end feeling a bit knackered but generally OK. Things could have been worse.
Then, someone comes along who decides to blame you for them missing a connection and being delayed for two hours despite it not being your fault. You try your best to help. You come up with an alternative route that will save them some time. You politely explain about Delay Repay. You apologise, you empathise, you do all the things you're supposed to do. You even offer to carry their bag over the footbridge for them. You then get ranted at for getting on for half an hour, despite busting a gut to keep the customer happy, and in the process the customer misses the connection you'd suggested. They get even angrier, and throw in an extremely rude personal insult.
Despite holding it together until this point, eventually your tiredness and frustration get the better of you, and you lose your rag. Before you know it, you've snapped and sworn at the customer, and it's all over in seconds. The customer storms off.
Unbeknown to you, they've filmed the whole thing, and decide to post it on social media, but not before they've edited it to show just the introductory bit where the customer was polite, immediately followed by you swearing, with nothing in between - none of the bits where you've done everything you could to help. Your name badge shows up prominently in the video.
The video goes viral, and before you know it you've been sacked for gross misconduct with absolutely no opportunity to explain what has happened. Your family depended on your income which immediately puts your home at risk. Your relationship with your wife was somewhat strained, and she decides this is the last straw, and takes herself and her kids off to her mother's. Your friends decide you were completely out of order and you start losing contact with them.
You try really hard to find another job, and manage to get one, albeit on a much lower salary, but the HR manager responsible for your recruitment Googles your name, finds the video and revokes the job offer. Shortly afterwards your house gets repossessed.
Not long after that, you're walking along the street when someone recognises you, and decides your actions are worthy of a good kicking. You end up in A&E and are permanently scarred.
Personally, however bad a customer-facing member of staff had treated me, I would not want any of that on my conscience. That's what can happen if you decide to take things into your own hands.
There's ways and means of dealing with poor treatment. I've been both complained about in junior roles, and the investigator of complaints in more senior ones, and I can assure you that everywhere I've worked the investigations have been robust and properly conducted, and efforts have been made to ensure they're scrupulously fair, with access to union representation and a whole range of other things. That is the way things like this should be carried out.
Please also note I am not accusing you of anything, neither am I tarring all disabled people with the same brush etc. I'm just saying that public humiliation of staff is very one-sided and can have potentially extremely serious consequences that are absolutely not deserved.
