This is an individual in a specific situation. I can think of a few reasons off the top of my head why they might have done what they did. Most importantly, th

This is an individual in a specific situation. I can think of a few reasons off the top of my head why they might have done what they did. Most importantly, there might not even be a standard process to follow here - remember this passenger was properly ticketed. There previously was a glitch. The agent probably didn't want to deal with angry passengers (there was a fight between passengers and a Delta agent in the past couple years).