A perspective from employee
I agree, their is absolutely no reason to be rude to passengers. One of the challenges of boarding passengers is when the announcement is made, many passengers only hear part of it. It never fails, when "group 1" is called, a handful of other passengers will try to get through. Most are embarrassed while others get smart and argue that it is no big deal. I am not sure why the agent did not allow your wife to get aboard early but being rude was not called for. But you also have to understand that she is not the only one who asks.
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