Originally Posted by cmdinnyc

This discussion is amusing in the way that FT analyses usually are. People are focusing on what kind of fare and how many carry-on items the customer may or may not have had.

Unfortunately the rest depends on the actual behavior of the agent. If the accusations are true, such as grabbing bags and passengers and yelling, that's a major customer service failure and then some. The reality is that something can always be done to manage these situations.