That's really unfortunate. I think a lot of it depends on who you get, how you phrase it, and what the "mood" is in the call center that day.

During the Denver pre-Christmas snow storm, I got great service from the Premier Executive line. The lady spent almost 45 minutes on the phone with me and ended up getting me home from Kansas City to LAX at almost the same time by sending me via IAD... in first class

I think the standard advice of "hang up and call back" sticks.