As an airline employee I have to admit that even the best of us get upset and vent at times. You wouldn't believe some of the things that are said to us and about us when we can hear it. However, there is no excuse for this and IMHO you should have asked immediately for a supervisor and asked if this is how they encourage passenger loyalty. In the business today, as in most businesses, the only thing we have to offer to offset the competition is customer service. When I am at my job, as far as I am concerned, I AM American Airlines, and it behooves me to treat my customer with all the skill and courtesy I can muster. I am sorry this happened and I agree it should be reported to management right away.