Good work from the pilot. The phone agent who said "call the group desk" after two hours on hold and explaining, then come to find out the group desk isn't open on Sundays, well that person needs to be retrained urgently. That is unacceptatble call-avoidance and a serious customer service issue.
Its things like this that really get under the skin. Everyone will get a delay or a weather related slowdown, but to be bounced around or ignored by uncaring employees really takes the cake.
Air Canada is famous for the above. Simply put the employees don't give a hoot.