[jimworcs]

These situations are not always as straightforward as they appear. The manfest, weight and paperwork for a flight can mean that even if the bridge door was still open, the delay in re-doing all this stuff to allow the latecomers to board could cause the flight to lose a take off slot. I have no idea if this would have been the case in your case, but it is possible. Some airlines operate a very strict cut off and do not give their employees any discretion. For me, that is not the issue.

Over and over on these websites, the primary issue raised is in fact the attitude of the employees. This seems to have got much worse since 911, in part because many airline staff now seem to feel empowered to treat customers with utter disrespect and arrogance.

This customer service rep had a terrible attitude from the get go, and to make matters worse was training someone. God only knows what the future holds with trainees being trained like that. I would have no problem if this rep said politely, "I am really sorry, but our airline operates a strict policy on cut off times and we are not able to hold the flight. We will do our best to see that your family is reunited as soon as possible". You may still have been unhappy, but stuff happens.

Where I have the problem is with the attitude. It is disgraceful and I am glad you have publicly exposed them. It is a shame you don't have her real name.. Naming and shaming may be one of the only tools the hapless traveller has left.