That is sad. That just tells me (from that scenario) that the person doesn't like her work. Because, if it was me, I would have stayed until I finish with that customer. As an IT, I always forgo my lunch/break or even clocking out to help a customer until we are done or at least at a mutual stopping point.
I commend that pilot. It took guts to do something like that cause there is a chance that he could have lost his job from this.