[SamAdams76]

As one who has worked in the service industry most of my life, I have nothing but contempt for these "customers from hell" that take out their frustrations on low-level employees who have absolutely nothing to do with the decisions that are made upstairs and who themselves are often not fully informed on the reasons why.

It is not the job of the ramp agents to explain why a flight is delayed. They have no control or input to the decisions made. It's like yelling at a waitress for the restaurant being short-staffed.

[Col Frank Slade]

This is like Alec Baldwin behavior.

[Salamander]

I have an Irish temper without equal, however, I am not unkind to those who have no power to fix whatever issue may have set it off.

Always be kind to the people behind the counter.

They’re just trying to get by.

[Alberta's Child]

The flip side of your statement is that I give those same low-level employees a lot of credit when I get a refreshing breath of honesty from them. The last time I faced a major delay at an airport, the guy at the airline counter just came out and told everyone: “There is a two-hour delay posted for this flight, but based on the nature of the problem I can tell you that the flight is very likely to be canceled. I would suggest you let us try to re-book you on another flight tonight or tomorrow.”

No gripes among the passengers there, as I remember it.