[fonzactim]

Actually, no...I was not initially rude. I expressed shock, not outrage and the Delta rep responded by basically telling me to shut-up and pay the fee. Furthermore, I told her I would remove 5 lbs from the bag and started to open it - she threatened to call security and told me I had to leave the line if I wanted to pull anything out of the bag and that my Aunt wouldn't be getting on her flight.

I think we all know the truth about Delta with the recent news about how they've handled baggage for our military also. Definite problems. There is no one the country that would step up to defend their poor customer service and bag issues now accept a company rep.

[jimworcs]

It never ceases to amaze me when people say customers should not complain, as they "are just doing their job".... Feedback from customers is a vital resource for most businesses. For airline employees, it seems to an excuse to makes threats against the customer. They are out of control. We need better regulation.