A gate agent should be sensitive to a mother's fears. A gate agent should know that every second a parent is separated from a toddler 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. Pilots often show little regard for passengers who are wondering whether they're ever going to take off. They say too much straw can break a camel's back. Mitch Albom is a columnist for the Detroit Free Press.