No doubt that the airlines need to change what they do in a big big way, but A) if he wins, all the airlines are screwed with that kind of precedent, and Greyhound ain't that nice, and B)couldn't he find better grounds to sue than "they messed with my vacation"? Sue them for hotel and clothing expenses, but since when was rudeness suit worthy? Talk to the supervisor or the supervisor's supervisor, but if there was a law suit for every time a service employee was rude...
I hate the way the gate agents in BOS and LGA treat the pax, which is why I go against our company manual and answer people's questions when we're delayed (I know they're only going to get more ****ed if they have to talk to the gate agents). That said, I don't think they should sue the agents or the airlines for their lack of hospitality...that's what supervisors and complaint lines are for, not the judicial system.