I still see more apologizing for the agent. It was wrong of the girl to flush the hamster. No one is disputing that. If the agent told her to do so then the agent was 100% in the wrong. I think it says a lot about the industry and the contempt shown towards the customers that people are willing to dismiss or excuse the behavior of the employee. If this story is true, I guarantee you that employee is fired in almost any other industry. It takes a pretty bad apple to tell someone to kill their emotional support pet. The fact that some people simply cannot or will not grasp that idea is pretty sad.
Look, I can kinda see your point but put simply: I do not believe the statement made the girl to be truthful as she has proven herself to have questionable values. If she is willing to kill and animal that she supposedly loves and needs, why would you or anyone take her word for what was said or that someone else made her do something?
Yes, no agent should command and force someone to kill something. That is a fireable offense, if it can be proven and there was force and malice and intent of harm. It is wrong to do so. However as I said, I can see a, what is supposed to be a off hand, comment along the lines of what I said earlier but that type of comment would not be a fireable offense.(In my opinion, others you may of course disagree.) A write up? Sure probably, don't say silly things to customers, OK.
I lay this at the woman's feet, it was her actions that caused the death of the hamster. She killed it when other options were provided by those same people that she is claiming directed her to do something wrong. The agents did not take control of this woman's actions and force her to flush anything. She did it, herself, on her own. It was wrong. It was actually unconscionable. And the fact that she did it, to me at least, discredits her. She has no integrity for one to believe her statement impugning others.
I don’t know that I am unafraid to be myself, but it is hard to be somebody else. -W. Shatner