After having a flight cancelled for one leg of our trip, then took an hour on the phone with some idiot at customer service to get is on a direct flight to our destination. Same trip heading back, at the airport on an already delayed flight, we found out the crew wasn't even at the airport yet. They weren't going to be there for another hour! What moron didn't realize that until we were about to board. Worst airline ever! And this was not weather related at all....sunny skies for both flights.