By the time I got off the phone with this "gentleman" on Friday night, the last thing I was worried about was my luggage. I work in sales so I speak to customers all day long and I have NEVER been spoken to like this before. The "gentleman" on the phone assured me that my bags were not in the system and he knew nothing about them (this is after the woman from Delta said that the Delivery guy was standing in front of her and she was handing the bags to him now, while I was on the phone with her). AT 5pm the airline called me and said that they were literally handing the bags to the delivery person and there was a window of 4 hours that they would arrive at the hotel. Around 10pm I called and was hung up on after I told the "gentleman" my situation. He said he could not help me and after I ask him for suggestions on what I should do he yelled, "I listen to your whole speal about how you don't have your luggage and I didn't even comment on your complaining, I told you that I cannot help you!!" and hung up!!!! I called again to see if he could look up the bags on another name, so he started to help me while I spelled out the name, he interrupted me and said, "Excuse me, I am a student at MIT, I don't need you to spell the damn name out for me" he told me there was nothing there and hung up the phone AGAIN. I had my boyfriend call back a hour later because we still did not have our bags, and he was extremely nice to my boyfriend and even said, "I think I spoke with your girlfriend earlier, and I just want to let you know that I was not being rude" the airline called him and he told them, I CURSED at him and HUNG UP on him! I have never been so upset in my life, I didn't even care about my luggage anymore.I asked to speak to the manager and he said he was the manager. I have already contacted the BBB and hopefully this "business" will be taken care of.