during irrops/delays, everything can crumble. Yes, the agent should have helped you first and been polite, but of course, they were faced with an angry mob, so manners can dissappear

Status/J pax are usually told to go to the MLL and find an agent there, or call their priority contacts/concierge for help, as agents at the gates get overwhelmed quickly. Whenever something like this happens to me, first thing I do is call. The agent in a cibicle on the other end of the line isn't as stressed as the agent facing a line of furious, tired pax!