Argue about lounge access, get called a faggot. See the story here.
1) The language used is clearly unacceptable, and should not be tolerated. Even if the agentonly called the customers “idiots”, he should be fired.
2) The couple was completely wrong on the merits of their discussion. Star Alliance Golds do not get lounge access on domestic travel, only international, as is plainly spelled out here. Not that they should have been called names for being wrong, even if they were stubborn and entitled and wrong, but they were wrong.