Sorry to hear you are having such a frustrating time.

The "flight held" status you were advised about is not about special request. It is used to stop any further transactions at this stage, i.e check ins, changes. During times of disruption there may be the possibility of an aircraft change on this route and this decision may not be made until later today. The less people checked in and seated the quicker it is to do a aircraft change and the less people are inconvenienced with seat changes.

I know this doesn't make it less frustrating for you but maybe it will help you understand why some things are done.

I hope you get away for Christmas without to much trouble.