Painful things like this happen everyday and, for the passengers in question, it is painful. But, as frequent fliers, we also know that if every airline, at every departure, has to accommodate every passenger exactly as the passenger desires, we will not have many takeoffs each day.

9W is bad and once they let my bag soak in rain. That is it. They just left it there. I approached their baggage center and within minutes I realized that I will enjoy banging my head against the wall and chewing on my tongue a lot more than dealing with them. But I also realized they had at least 30 other pax who were arguing in a manner that I found very disturbing. So I moved on.

These things happen. But I don' think 9W staff wake up each morning wanting to ruin our day. They try to their job, within the constraints of an airline that is bleeding. They are failing more often than they used to, but the employees are not out to orchestrate nightmares. From the few instances I have interacted with them, I noticed that 9W employs young people and throws them out there with a long set of constraints which are not the line employees' fault. It is very tough.