Did the agent think the whole thing would be erased from everyone's memory and it would be as if nobody complained?
To play devils advocate... maybe.
While from time to time we hear stories like this of some employee who acts in a rather bad way PR wise... how often do you think similar events happen and that we never hear about them? Probably a lot more.
The morning after a canceled connection flight I had a gate agent threaten to call security on me for using the word 'safety' with regards to my knees being impacted against the seat in front of me on the upcoming flight.
Granted... it was an excuse for her as she didn't like my attitude (I didn't like having to employ it), I didn't call the media or tweet about the incident, I just pledged to avoid that airline in future... and later upgraded it to a blanket ban after the next time I used the airline (4 years later) a similar event happened where my connecting flight was cancelled and trapping me in the same airport.