10second, I agree that the airline should have been a bit more leniant with the rebooking charges (as a goodwill gesture), but it is still the passengers responsibility to make sure he is on time for his flight. Obviously this gentleman was on time but stuck in a queue, all he had to do was ask the customer service agent who was calling out flights a question. It is really not that difficult to do. That is the point here.
Sometimes you just have to take responsibility for your own actions.
I do work for an airline.