Originally Posted by cordelli
It sounds to me like you got in line only an hour before flight time (35 minutes, then another 20 minutes, then the 11 minutes).
You were cutting it way too close. I really don't see how any of this was the fault of the airline. I personally hate it when they take somebody behind me in line who didn't show up with enough time and move them ahead of me. If you want to get through security earlier, then show up earlier, don't expect people to let you cut the line.
This sums it up IMO although I would add: stop expecting compensation for something that is not reasonably the responsibility of the airline or security! I believe you became accustomed to a short wade time through security and therefore assumed it would be the same on this tightly scheduled day for you, too. However, a short wade time through Security or holding a flight for a late arrival is not guaranteed so you bear the responsibility for not allowing a reasonable cushion for delay. Regarding the customer service experiences you described, I also agree with the OP that it's wiser to hang up and call back than to continue engaging in an already tense conversation.
Take the $50 airfare certificate and go somewhere nice for a weekend to forget about this whole ordeal. Welcome to FT.
Assumptions Can Be A Bummer in the Fog,
mrspilot