That is a staggering level of apathy towards customers, although there was a time I was at Newark and the person literally in a box in the middle of the airport pretended to not see me for 20 minutes, like a wax figure

I wasn't really even that mad but more impressed at the commitment so at some point I just stopped caring about the question and stood there to see how long it could last

. As for your friend though, what if he had special medication in the bag? Terrible Was it a total loss or did he eventually get it?