Absolutely no arrogance whatsoever.

These flights weren't free and as a paying customer I called wondering what had happened to my original flight. I specifically chose the flight with the 5 hour layover knowing that 1 hour would be cutting it very close. I expected nothing from the spokesperson, except an explanation as to why my original flight had disappeared. Also wanted to know if she thought it was plausible to make the connection within the hour, and asked if other people on board faced the same situation.

I've already spent enough time in Beijing in the past, and was hoping she could help me find another alternative rather than a) canceling, b) choosing another date. But those were the only cards she held.