upset and ****ed off pax are a daily issue.... If a gate agent has been there for 17 years and hasn't found a way to handle this then they do not belong there. I'm not a fan of a lot of gate agents....some of them have power trip egos and never see any repercussions from acting like total a-holes towards pax and crew members.... I have no sympathy for one that responds to upset pax by yelling at them. If its that bad then call security.