I have worked in the service industry for more than 6 years and understand that sometimes there are extenuating circumstances that make it difficult to do your job. However, I have never been treated this rudely by a customer service agent. My bag was delayed and I was first told that it would be delivered by 6 pm at the latest. At 8 pm I was told that it would arrive within the hour. At 10 pm I was told that it would be delivered within the hour. At 1 am I was told the same thing and was told that I would receive a phone call within the hour. By 10 am in the morning, I had not received a phone call nor my bag. After contacting the delivery service through the airlines, I was told that I would be called personally within the hour by Daryl. After an hour and a half without a bag or a call, I called the delivery service and spoke with Daryl. He was so incredibly rude I could not believe it. He would not let me talk and kept interrupting me. During this call I received a phone call on the other line from a woman in Bedford, Ma who said that she had my bag. We had to set up a place to meet to get the bag which was very difficult as I do not have a car and she had to drive to a T stop to meet me. I have never been treated this rudely and think that it is very irresponsible that the airlines continue to use this service to deliver delayed luggage. If I have another bag that is delayed when I fly into Logan Airport, I will request that it is kept at the airport and I will pick it up on my own.