Originally Posted by John Carr

I agree, customer service is paramount. But............

.......in this day and age of EVERYONE filming something, we ONLY see what they taped. Not unlike when the DAL CA wet back to talk to the girl that was "flying while black", or Dr. (dinky) Dao.

We simply don't know EVERYTHING that transpired. She could have been completely rude and aggressive to the agents from the get go, when that didn't work she got out her phone and started taping while taking on a calmer demeanor, etc.