Originally Posted by EU-US

Maybe I overreacted. I own a service business myself and I would immediately, without a second thought, fire an employee who treated a paying customer like that. Being on the other side of the equation on a daily basis, I always work to keep my own company's standards high and this is part of the reason I was in complete disbelief when I saw someone frontline, hired to deal with customers treat us like this. Not acceptable to me. To those of you on this forum who think this is "acceptable" behavior, maybe experiencing such a thing yourself will wake you up. It doesn't have to be the size or weight of your carry-on - what if you carefully picked your seats for you and your wife on your honeymoon trip and then your boarding pass shows 37C and 41E? How would you like a gate agent to deal with that? Tell you that it's "though, you can sit there or not fly?". It is the ATTITUDE this whole story is all about, not splitting hairs about who was right.