Despite the risk of upsetting passengers, flight attendants often enforce strict rules. Regulations are in place for a reason – and crew members are responsible for everyone’s safety. It doesn’t mean the work is easy for workers who want everyone on the flight to have the most pleasant experience possible.

When she had to make a request of a customer, one flight attendant felt guilty at work. And she caused the man to burst into tears, after insisting he move the hand luggage he was desperate to keep with him

When asked: “As a flight attendant, what is the saddest thing you’ve been asked by a passenger?”, the flight attendant explained the sad story on Quora.

She wrote: “There was an elderly man seated near the emergency door. According to protocol, passengers are not permitted to keep their things under their seat or on their lap (on emergency row).

During cabin check, the gentleman had a bag on his lap, which I asked him to place in the overhead bin. Initially, he declined, but I had to follow my protocol, so I had to request him again. Recognizing that valuables were inside, I assured him that after take off, I would return the bag to him. That the bag contained his wife’s ashes who recently passed away.”

In her post, she continued: “The gentleman could not hold his emotions, so I sat on my knees and apologized for being so insensitive.