There is definitely a balance to be achieved, and connecting software is available so educated and balanced decisions can be made.
In contrast to the OP's point, we've all seen terminals, full of passengers, witnessing robotic gate agents closing the door to out-of-breath running connecting pax because they are pressured to close out the flight on time. Not just someone forgetting a drivers license, but passengers connecting on the same airline. Adding insult to injury, the stranded passengers often get to stare in disbelief as the plane sits with no tug or ramp crew in sight. ACARs out! Mission accomplished. This leaves a permanent impression widely transmitted through word-of-mouth.
Airlines have lost focus on what matters. Too many bean counters, not enough visionary leaders. In order to make DOT numbers look good, CEOs couldn't care less about the impact to customers. Unlike Southwest, their employees are empowered to make commonsense decisions.
Two sides to every story, but commonsense and customer focus are often lacking in the decision process.