If we all avoided every airline that had bad service, we wouldn't fly ever again. Airline customer service might be improved if they rotated their customer service people more often. I would imagine it's draining to only hear complaints all day everyday. No excuse for that behavior though.
Check out this company that helps get compensation from delayed flights. http://www.getairhelp.com/
* airhelp was a recent YC company. I am also a YC alum but I've never met the founders nor do I have any financial interest in the company.