The agent should be fired.

It's not illegal to poach the WiFi, and it's wide open because there's no passcode.

Talking to a customer like that is unacceptable in any industry. While the customer may not have been a PC member, he could very well have been a good customer on a high fare, an Elite member, or a high-frequency customer. At a minimum, if he was outside the PC, he was likely flying CO that day.