You probably also blame the city anytime you get stuck in traffic because that means there isn't enough roadway 
Backups/delays/jams happen, it's life. And no "life" ≠ "Delta's fault."
Just like when one must be at a very important meeting that takes 30 minutes travel time to get to one does not leave 30 minutes ahead of time, you don't show up at the airport for a flight you MUST make at the bare minimum time required.
And as for the CSR, 1) he was not an F passenger (doesn't excuse it, but it needs to be said), and 2) a rude rep does not = $780 in waived fees... in any world, and that's especially so in light of the above.
Totally inadequate comparison between City's ability to change or adjust their transportation infrastructure or control people's ability to drive properly versus an airlines responsibility to control their computer systems or have only 4 reps manning 15 check-in stations when there are 200 people waiting in line.
I'm not saying the airline should be responsible if you get stuck in traffic, have a flat tire and don't make it to the terminal on time (in those cases, the passenger is at fault and should be held accountable). but once you are in the terminal the responsibility should fall on the airline because it is under their control / jurisdiction. it is impossible that the customer is wrong in every case that something goes wrong, but the airline is NEVER at fault. And i don't care if they say so in the T&C, because everyone can make up their own rules, doesn't mean its OK, because if that was the case, then the Holocaust was totally legal based on German law (i know i'm referencing a totally atrocious example, but i'm trying to make a point here).
As to the 1st class agent, it makes no difference whether the passenger was flying 1st class, he was diverted to that line by a different delta agent and should have gotten the same stellar service as anyone else.
