Basically, some lines are demanding verifiable instances of bad service by staff. Considering that literally everything you do on a ship is on video, this is pretty easy to prove. I've seen pax treat staff like absolute crap(not often, but seen it) On Celebrity, my spouse interceded in a incident that became physical between a staff mgr & a scumbag pax. The pax was banned for life upon returning to port. Other lines are notified as well. what we found out from this staff mgr. was the amount of security who are dressed like pax. They were about to deal with this belligerent pax when my spouse got involved. We wound up with a nice bottle of wine, a nice dinner & several free excursions as a thank you. I'd recommend not taking this on if you're really not physically able.