Any time there inconsistent application of rules it's frustrating for customers so I get his being upset about being charged for the bags. Not so much the way he described it but I get it. What, for me, ruined his credibility was his insistence that WN was lying about the Priority Lane. Any time you've got multiple entities involved and people answering questions that weren't in the meeting when the decision was made, you've got the opportunity to be misinformed. Doesn't mean people are lying, just means they didn't necessarily know exactly what happened. But even more than that, all three entities said it was someone else's fault and he chooses to believe the one that supports his narrative, regardless of the veracity of any of the explanations.