I'm not defending any airline. No airline provides good customer service. There are, occasionally, individuals who try their best but company policies usually throw obstacles in their way every step. However, there are legitimate and illegitimate complaints. Can you image being an airline employee and hearing a hundred times a day why "I need to sit in an aisle seat because of ...." "I need to sit in the exit..." "I need extra legroom..." "I need to carry extra luggage on board...." Unfortunately, the executives not the average airline employee has made the decision to charge extra for a variety of seats and I'm sure, the employee feels that he is required to charge for them. If you have such severe medical conditions you need to make special arrangements in advance and there is a charge for these services then pay for them. It's that simple.
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