The fact that your son's reservation was canceled is obliviously thier fault and that does suck. I know things happen, and it is not so much that it happens or how it happens, but what is done about it. I do see 2 sides here, and one is your frustration, and rightfully so. However, please try to understand that it is true that all flights do have blocked seats until day of departure. Whether it is a phone agent, a supervisor , counter agent.....we do not have a magic wand we can wave to open them up ahead of time. Sometimes (for some airlines) a sup. or mgr can unblock some seats ahead of time but not all. So she probably was not lying to you. However, I do not know that for a fact one way or another. Yes, it was wrong of her to yell at you, thats just simply poor customer service, and just plain wrong. My advice to you is make sure you get to the airport early enough. That way there is a really good chance that they can assign you seats all together. A good agent or agents will take a look the day of (prior to flight time) and take families not seated together and unblock seats and arrange seating. However, it is first come first served. So if there are 3 families without seats, they will be taken care of in order of time they check in.
Another thing, even though you are angry by this, try not to make nasty statements about people you know nothing about. Doing so will get you no where at any counter if you approach it that way. I am sure you probably are a nice person and just upset when you wrote this. But saying such things about others just makes you sound like a mean person.
So, get there early enough, be polite to the agent and dont bring up this unruly agent. There is nothing the agent at the ticket counter can do about her. But hopefully they will be able to get you all seated together.
Best of luck to you hope it all works out for you and your family. Write back and let us know how it went.
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