I am very surprised to read this. I had a large # of ANZ flights this June, raised a couple of issues and received an immediate response which included:
- 5000 bonus Aeroplan points;
- complimentary lounge access for my spouse & daughter (we were not traveling together so I could not get them).

I learned that all their inquiries are dealt with in New Zealand (compared to UA, which handles its call volumes in Manila). I also found the staff competent and personable.

My guess (don't get defensive) is its all about tone. Learn from the experience.

As for LAX, I am sure you are right. That airport is crazy. I suggest you re-direct your comments to TSA? (or, you could like the Facebook group calling for a private terminal for VIPs?)