They sound like first-time flyers - arriving at an airport 30 minutes prior to departure time with checked luggage. On a Friday in DC. Their flight was likely boarding when they showed up at the airport. Their entire ordeal could have been prevented had they arrived at the airport at 6:30 am for their 8:20 am flight. But having screwed up such an easy-to-do part of their trip, they then find fault with the airline for not bending the rules to accommodate them.