I used to work for this airline and the best solution to any irregular flight is to provide choices for the traveler. Then let the traveler make a selection from the choices provided. Several times a traveler will want a different choice than offered. The gate agent should have redirected the decision back to the traveler on the choices available. If the traveler would not accept any of the provided choices; then the gate agent should have relayed as soon as you make a choice please let me know and I will be more than happy to accomodate you. The tone of voice is everything as most of the time it is not what a person says rather how the person says it.
This gate agent should be repremanded if the allegations are true. Just remember that the gate agents are following guidelines set by the upper management. It is not their decisions rather that of upper management.
Also, I trained all my staff to apologize as apologizing does not admit guilt.
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