A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,186
First, I want to say that I agree. Airport agents can do things that phone/res agents cannot.
That being said, while I understand this incident isn't the passenger's fault, it certainly isn't DL's fault either.
I've been in a similar situation on UA (inbound was a separate PNR, delayed, missed last flight of the night), and I was EXTREMELY grateful that they rebooked me on a flight the next morning. But I was fully prepared to buy a walk-up fare, even though "it wasn't my fault".