This tale illustrates perfectly the cultural differences. Many of the largest US airlines have a very anti-consumer attitude, particularly Delta and US Airways, and they get away with it. Their hostility is based on their monopoly positions. The exploitation of customers is absolutely outrageous and to suggest that customers who arrive a minute late (or even and hour for that matter, given the circumstances) merits penalties shows how low they go.
Many airline employees are ****** off with life... and it is apparant in their attitude. They may find their jobs a hassle and be upset at the way management treat them, but their nasty, spiteful attitudes towards customers as illustrated in this example is totally unjustified. It will continue until airlines are allowed to go bankrupt.
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