This is very sad to hear. The agents and pax are getting it from every direction and all are probably fed up. This does not excuse any of the actions decribed above but explains it I think. No matter what the situation though, it does not give the right for a gate agent or pax to be out of control as what is described above. No winners in those situations.
I am lucky to have not had to travel since the merger so lets hope my upcoming flights are not so dramatic.