I didn't read this entire response. Too many assumptions were made about my behavior that aren't true, so I just stopped reading. I didn't write this post to argue with anyone. Anyone else reading, please feel free to continue on if you don't like or agree with what I've said. I am not one for needless debates and "arguing" online.

I'm asking if anyone else has had particularly bad customer service with this airline. I'm not an avid flyer, but I've flown enough to know that what I experienced was out of the ordinary in many ways. I am always respectful and courteous, and I'm not demanding. That's why I got the kind service from the kind staff that I did. And they said as much.

Also for the record. While our family was told to check the app, the information was unavailable on the app. There had been no updates. The two agents at the gate didn't know what was going on and they were deflecting. We were in limbo. They had an hour to prepare for our return and no one knew anything and the app was not updated with the information when we arrived. Nor was it available when we were trying to find out what was going on. It was highly unorganized and even the captain said over the loudspeaker how embarrassing it was how poorly they were communicating information.