re: UPDATED VIDEO LINK -- Mom misses flight in Orlando. Has meltdown. Attacks agent.

On a previous job as a consultant, I had an assignment where I flew in and out of Tucson for about year. Always on American, so I saw the agents all the time, and treated them well.

One Friday evening on the way out, I got to the airport and realized I left something I needed at the office. Others were flying out later than me, so I asked one of them to run it to the airport for me. She agreed, but took their sweet arse time about it, so I was was too late to catch my flight.

I went to the agent that I had seen many times, and said I knew I was too late and could he rebook me for the next morning. He looked at me and said "Mr. X, I see you every week and you're always pleasant. I know you want to get home. Let me see what I can do for you tonight."

This American agent leaves his station and walks down to the United counter and pleads my case, and comes back with United boarding passes. He hands them to me and says-- "Hurry- you have a less than an hour to catch their last flight." I was floored.

Be nice to those guys. Yelling NEVER works.