A gate agent should know that every second a parent is separated from an infant is a potential moment of horror the parent is imagining. Conversely, the passenger should know that gate agents are under orders to follow rules. Of course, I am suggesting a perfect world here. And the fact is, the environment at airports is more hellish than heavenly. Delays are common.
Agents are dismissive.
You're treated like cattle. And getting information is like squeezing toothpaste from an empty tube. Someone from maintenance will tell us in 30 minutes how much longer it will be. And 30 minutes later, you get the word. We'll have an update in 45 minutes.