Liana:
Yes, you should be treated with respect by the agent. But then again, no agent should be cursed at during the course of their duties.
Just remember, any flight delays or irregularities, while they impact you, also impact the staff. Customer tempers rise and so do the agents. If you keep your temperature and tone done, you have a better chance of getting everything taken care of quickly. And agents needs to realize that if they can keep their tempers in check, the flyers will be more willing to listen to negative news.
In my observations, I have seen both cases where the agents go off kilter and where the agents stay levelheaded. And the same with passengers. While I do not have the authority to intervene in this altercations, I do pass my observations and notes back to the carriers involved (Both positive and negatives). I have also on occassion talked with the passenger's after the fact, if I see them again and they are calm.
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