The passenger industry is deplorable, and the passengers are a big problem. I've seen countless Instant Experts argue with ramp agents, gate agents, and flight attendants about it all. The bag thing is a great example: "It fit the last time I rode you guys." Yeah, well, dummy, the last time you were on a mainline aircraft, not an SJ.
Do these people question their doctor? Dentist? Refuse to evacuate when a fire or massive storm is coming because they know better than trained experts?!