I agree with you Bob
There is no excuse for aggressive or obnoxious behaviour and you will see in some of my posts when I think the passengers expectations are unreasonable I will say so. I too have seen passengers blaming agents for weather delays, missed flights due to the passenger being late and making inflated claims for lost baggage.. and nothing I write should be interpreted as justifying this behaviour. Nevertheless, there is a clear pattern of poor communications by airlines and I believe that they are in a very powerful position over their customer. In a restaurant you can walk out, poor service can be addressed with supervisrs or shoddy goods taken back. In the airlines, if you complain agents have the power to make you miss your flight or make your life very uncomfortable. The ability to resolve the problem later is not available to the passenger and this power imbalance has been abused by the airlines.
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