If what you mean by "brillant" is "probably should have managed your frustration better," it's probably also a fair statement.

If however, you mean to insult me and suggest I somehow deserved a customer service agent who would not do her job and try to resolve a situation created by her coworkers who damaged my property, I respectfully disagree. I also counter suggest that she could have easily diffused the situation in 15 seconds, but before I even spoke a word, she chose to go in a different direction.

I'm sure her job is not fun. But it is the job. No one stops by the baggage claim desk because good things have happened.