This. In the event of a ground stop at a major hub, the goal of airline customer service is to get as many passengers rebooked to their final destination as quickly as possible. They don't really have the time to *plink* *plink* *plink* find you a rerouting that's the most optimal for you. If you need to talk to an agent instead of rebooking yourself on your phone or fro ma kiosk, walk up to the counter with your preferred list of options, which may or may not be showing up for them on their first page on their computer screen.