[jimworcs]

of the UA agent. Did you read the whole post? It was clearly possible to help in the first place, because another passenger in an identical situation was helped by a different UA agent. The issue isn't the original problem, even if this was caused by a NW oversight. The issue is the attitude of the UA agent and her failure to help a passenger who did'nt understand the system, and was at her mercy. Instead of trying to help this passenger she decided to push the problem away and in doing so didn't care what the customer had already been through, or that she could potentially miss her flight. Many of the complaints on this board are often about agents failing to help passengers who have been the authors of their own mis-fortune (ie, late arrivals at airports, not being at the gate, etc). In those cases, it is legitimate to point out the role the passenger played in their own problem. However, in this case, the passenger had no control over what had happened to her, had already been greatly inconvenienced by the airline and instead of helping her, the agent compounded the problem. It was a nasty, selfish and arrogant thing to do and she should be disciplined. The fact that you try to defend it suggests to me that the attitudes in the airline industry have hardened to such an extent that compassion has been sucked out of the soul of the employees!