There is never an excuse for bad service - you don't need a name to complain. As long as you have the departure date, city and a boarding card they can trace who it was. Every airline uses an employee duty roster.. if you don't complain - he stays there. The firing process in Canada is a 'carefully documented series of events and complaints' in order to successfully fire a bad employee. If you don't provide the Airline with this information the labor laws tie their hands.
As far as overselling - as long as airlines sell each others seats there is not a lot of control over who does or doesn't show up. If you don't want overselling - stick to Westjet (but they don't take you everywhere)
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