I am sorry to hear about your experience. I am afraid I don't have much information for you but I will give you everything I got.
Maybe the weather excuse was true, maybe not. The weather may be good between your departure city and the arrival city but the aircraft being used for that flight may have be stuck in another city due to weather.
In my own experience, when I clock in and head to that counter. I am not aware of what is going on with every single flight out of the airport. I may ask a coworker who may tell me, "that flight is canceled because of weather." You see, the computer does not always tell us why and I have to take that person's word for it. Someone somewhere else, who really knows, has to input that information for us to know, but that person my be too busy dealing with other urgent issues. I agree that that is not always right. It is frustrating for me too. I want you to get where you want to go on time, if not in a timely manner.
As far as the ticket itself. You should have been able to get a full refund for the whole trip if you were not happy with times available. Or you could have asked to be booked on another airline to get you there sooner, if something else was available. If all else fails, ask another agent. Many of us are not trained properly since that "costs too much money." I know it is frustrating! Try going to work everyday with that hassle and trying to learn as much as you can the hard way is very challenging.
It would have been a good idea to book your travel at least a day earlier. You have to keep in mind you are asking a company with limited human resources to fly you halfway across the globe. So many things can go wrong and no flight will depart unless it is "for sure" safe. And to add to it, hundreds, if not thousands of other passengers are competing for seats too. Always allow "breathing room" for what you have planned.
At the beginning of the letter, you mentioned 10 plus people traveling in your party but the story was focused on only 4. That is confusing for most people who are trying to understand the situation. (I understand though) Also, you mentioned that award points or a certificate was used to pay for part of the fare. The use of those type of tickets strictly limits the agents ability to rebook. Those type of tickets only allow agents to rebook in certain fares. In other words, if those fares are not open, then they can't be booked. It says so on the back of the certificate in that small print. I am sorry to be the one to point that out.
I hope my information helps you in the future. If you still feel like you have been wronged by the company then I suggest you file a complaint to the Department of Transportation. Make sure you include only the facts.
I know how frustrating it is when things go wrong. I hope this letter did not come across as condescending. I am here to educate and help wherever I can. I wish I could provide more information for you. Good luck to you.
http://airconsumer.ost.dot.gov/problems.htm
I would like a link or a sources to the story about Mr. Aprey's bodyguards. His decision making for the company continues to embarrass me.