This is a service business. There are good customers and there are nasty customers, and everyone in this business knows you get both and how to deal with them.

Benefits are given to customers based on company policy, not on the whim of front-line agents. If a customer is being abusive, the agent is free to bring the issue up with the crew and determine if they should fly or not - but they don't get to pick and choose which benefits to give and which to deny.

Add my voice to the calls for an investigation - please PM our Insider.

I'm curious to know what that customer was all bent out of shape about, especially if they already had their upgrade and were at the gate. Once I have my upgrade and seat and fought my way through the TSA gauntlet, I'm generally very calm and quiet - what is there to get upset about? Just board and enjoy...